Support Engineer

Responsibilities

• Own and resolve a high volume of technical support tickets for the SmartSimple platform, from triage through closure, within defined SLA targets.
• Diagnose and troubleshoot complex configuration issues, data problems, integration failures, and workflow errors.
• Escalate issues to engineering with thorough documentation to accelerate resolution.
• Communicate clearly and empathetically with nonprofit clients, explaining technical issues in plain language.
• Author and maintain internal knowledge base articles, troubleshooting guides, and resolution playbooks.
• Partner with Implementation Consultants and Product teams to identify recurring issue patterns and advocate for client needs.

Requirements

• 4–6 years of experience in SaaS technical support, application support, or a similar client-facing technical role.
• Demonstrated ability to troubleshoot complex software issues independently using systematic problem-solving.
• Experience working in a ticketing system, with Zendesk experience preferred.
• Strong written communication skills with the ability to explain technical concepts to non-technical users.
• Proficiency working with data structures, configurations, and workflows in web-based enterprise applications.

Preferred Qualifications

• Experience with SmartSimple or similar grants management and nonprofit software platforms.
• Familiarity with HTML, CSS, or basic scripting in a support or configuration context.
• Exposure to Agile or Scrum delivery methodologies.

Benefits

• Competitive salary and comprehensive benefits package.
• Flexible PTO policy to support personal well-being.
• Tuition, lifestyle reimbursements, and mindfulness/fitness initiatives.
• Opportunities for internal mobility and professional development within a global organization.

About the Company

Foundant empowers mission-driven organizations to manage their data, workflows, and impact through comprehensive software solutions. We support a diverse range of clients, including nonprofits, community foundations, and corporations, helping them achieve their missions more efficiently through innovation and flexibility.