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# Technical Support Engineer

- **Company:** Foundant Technologies
- **Location:** United States (Remote available)
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** JavaScript (Programming Language), Artificial Intelligence, JIRA, Software as a Service, Programming Tools, Monitoring of Systems, JSON, Log Analysis, Network Protocols, OAuth, OpenID, Scrum Methodology, Standard Sql, Single Sign-On, Software Engineering, SQL Databases, Systems Integration, TCP/IP, Extensible Markup Language (XML), Postman, Mttr, Kibana, Restful APIs, Zendesk, Appdynamics
- **Published:** October 8, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=51eeb6c62910e95c

## About the Role

* 5+ years in SaaS technical Support or a similar client-facing technical role, including 2+ years handling Tier 2/3 escalations or working directly with Engineering teams.
 * Proven ability to troubleshoot complex software issues independently and document findings clearly.
 * Working knowledge of SQL, REST APIs and integrations, SSO/MFA/OAuth/OpenID, JavaScript, XML/JSON, and web/network protocols (HTTP, TLS, TCP/IP).
 * Experience with log analysis or monitoring platforms and with ticketing/issue-tracking systems (Zendesk and Jira preferred).
 * Must be legally eligible to work in the United States or Canada.

Preferred

 * Experience with SmartSimple or similar grants management or nonprofit software.
 * Technical lead or mentoring experience; familiarity with Agile/Scrum and incident or problem management (ITIL); hands-on use of AI tools in Support work.

## Description

The Technical Support Engineer (TSE) for SmartSimple (SMS) is the pivot between the Support team and the Engineering and Development teams. You will analyze the most complex client issues, decide what Support can resolve and what needs Engineering, and make sure every escalation reaches Engineering complete, reproducible, and prioritized by client impact. You will then own it through to a confirmed fix., * You'll serve as the trusted point of contact between both teams, reviewing escalations before they reach Engineering: you'll reproduce the issue, confirm client impact, and package a complete Jira ticket (steps, logs, environment, priority).

 * You'll own each escalation through to deployment - following up with Engineering, challenging constructively where ownership or impact is unclear, and confirming the fix with Support and the client, because the work isn't finished until the client's outcome is.
 * You'll translate between both sides, giving Support clear status and realistic timelines, and giving Engineering client context and business impact., * You'll lead investigation of complex configuration, data, integration, workflow, upgrade, and performance issues using structured problem analysis, documenting root cause in Zendesk and Jira.
 * You'll use log analysis and monitoring tools (such as Kibana or AppDynamics), Postman, browser developer tools, and SQL to isolate failures.
 * You'll resolve escalations that do not need Engineering, so developer time goes to confirmed defects.

Patterns & enablement

 * You'll identify recurring defects and process gaps, quantify them, and bring evidence to Product and Engineering to drive permanent fixes - because the people we serve feel every defect we let repeat.
 * You'll take responsibility for maintaining the Known Issues page and contributing to internal release notes.
 * You'll raise ticket quality across Support: defining what a good escalation looks like, maintaining playbooks and knowledge base articles, and mentoring team leads and Support Engineers.
 * Other duties as assigned.

How Success is Measured:

In 90 days: onboarded, relationships built with Support leads and Engineering, and ownership of the escalation flow. Within six months: measurable gains in escalation quality and turnaround, pattern reporting that Product and Engineering act on, and recognition from both teams as their trusted point of contact.

CORE METRICS

Escalation quality (accepted by Engineering without rework) · Time to escalate · MTTR for escalated tickets · Recurring-defect trend · CSAT and partner feedback