[Hiring] Technical Support Engineer @Foundant + smartsimple

Role 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.

• Bridge Support and Engineering:
  • Serve as the trusted point of contact between both teams.
  • Review escalations before they reach Engineering.
  • Reproduce the issue, confirm client impact, and package a complete Jira ticket (steps, logs, environment, priority).
  • Own each escalation through to deployment.
  • Follow up with Engineering and confirm the fix with Support and the client.
  • Translate between both sides, providing clear status and realistic timelines.
• Advanced technical analysis:
  • Lead investigation of complex configuration, data, integration, workflow, upgrade, and performance issues.
  • Document root cause in Zendesk and Jira.
  • Use log analysis and monitoring tools (such as Kibana or AppDynamics), Postman, browser developer tools, and SQL to isolate failures.
  • Resolve escalations that do not need Engineering.
• Patterns & enablement:
  • Identify recurring defects and process gaps.
  • Quantify them and bring evidence to Product and Engineering to drive permanent fixes.
  • Maintain the Known Issues page and contribute to internal release notes.
  • Raise ticket quality across Support by defining what a good escalation looks like.
  • Maintain playbooks and knowledge base articles.
  • Mentor team leads and Support Engineers.
• Other duties as assigned.

Qualifications

• 5+ years in SaaS technical Support or a similar client-facing technical role.
• 2+ years handling Tier 2/3 escalations or working directly with Engineering teams.
• Proven ability to troubleshoot complex software issues independently.
• 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.

Requirements

• 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.

Benefits

• Competitive salary and benefits, including tuition and lifestyle reimbursements.
• Bespoke mindfulness and fitness initiatives.
• Flexible PTO policy for personal well-being and professional success.
• Opportunities for professional and personal development.
• Support for internal mobility to help achieve career goals.
• Autonomy and responsibility to approach work creatively and independently.
• Employee recognition as a core part of our culture.