[Hiring] Technical Support Representative @Foundant + smartsimple

Role Description

• Respond to and triage inbound support tickets, applying initial diagnosis and prioritization based on severity and SLA.
• Troubleshoot common SmartSimple configuration, workflow, and reporting issues, resolving independently where possible.
• Escalate complex or unresolved issues to Subject Matter Experts with clear documentation of steps already taken.
• Maintain accurate, timely ticket notes and status updates in the ticketing system (powered by Zendesk) to support reporting on KPIs and knowledge continuity.
• Maintain a high level of communication with all levels of client interaction to ensure proactive, solution-oriented problem identification and resolution.
• Test fixes provided by the Engineering team and incorporate them into client systems.
• Advocate new platform features and assist clients in adopting these through upgrades, configuration changes, or training. Provide instruction and documentation to ensure the technical success of these initiatives.
• Facilitate relationships across client success, internal teams, and departments to strengthen partnerships.
• Contributor to continuous process improvement within and between all areas of Support.
• Participate in team huddles, training sessions, knowledge-sharing activities and process improvement discussions.
• Meet individual and team KPIs for ticket volume, response time, and customer satisfaction.
• Some travel may be required (estimated less than 10%).
• Other duties as assigned.

Qualifications

• Bachelor’s degree in Technology, Engineering, Sciences, Mathematics (STEM) field.
• 1–2 years of experience in a customer-facing technical support, or SaaS support role.
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Comfortable learning new software platforms quickly; prior exposure to SaaS, CRM, or grants management tools is a plus.
• Solid troubleshooting instincts - able to isolate a problem, test hypotheses, and document findings.
• Strong organizational skills and attention to detail when managing a queue of concurrent tickets.
• Demonstrable success in thinking strategically, executing tactically, while providing consistent and high levels of client satisfaction and retention in a fast-paced environment.
• Comfortable working in a metric-driven environment.

Requirements

• Basic understanding of cloud and SaaS terminology.
• Fundamental knowledge of databases and SQL - able to read basic queries, understand table relationships, and assist with simple data troubleshooting.
• Field data storage concepts - understanding of data types, field mappings, and how data is stored and retrieved in database systems.
• Basic HTML/CSS knowledge - able to read and understand HTML/CSS code, troubleshoot formatting issues.
• JavaScript fundamentals - able to recognize JavaScript syntax, understand basic functions and logic, and troubleshoot workflow automations.
• Workflow automation concepts - understanding of conditional logic, triggers, actions, and how automated workflows function in SaaS.
• Integration protocols and SSO (Single Sign-On) - familiarity with how external systems connect via integrations, including SMTP, SFTP, API connections, and authentication methods.
• Data analytics fundamentals - able to interpret reports, understand data visualizations, and assist with report troubleshooting and configuration.

Benefits

• Competitive salary and benefits, including tuition, and lifestyle reimbursements, and bespoke mindfulness and fitness initiatives.
• Flexible PTO policy, allowing freedom to manage time for personal well-being and professional success.
• Commitment to professional and personal development with opportunities to collaborate across teams.
• Opportunities for career growth within a larger organization, including exploring new roles and leadership opportunities.
• Autonomy and responsibility, empowering creative and independent work approaches.
• Employee recognition as a core part of the culture.