What You’ll Do:
- 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.
What You’ll Need:
Required 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.
Required Technical Skills
- 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.
Preferred qualifications
- Familiarity with SaaS, SmartSimple or similar technology platforms.
- Experience with a ticketing platform such as Zendesk.
- Exposure to the nonprofit, philanthropic, or grants management sector.
Why You’ll Love Working at Foundant:
- At the heart of everything we do is a commitment to innovation and making a positive impact. Whether you’re working on projects that empower not-for-profits, community foundations, or corporations, your contributions will help drive real-world change.
- We offer competitive salary and benefits, including tuition, and lifestyle reimbursements, and bespoke mindfulness and fitness initiatives.
- With our Flexible PTO policy, you’ll have the freedom to manage your time in a way that supports your personal well-being and professional success.
- We’re committed to your professional and personal development. With our merger, you'll have the chance to collaborate across teams, giving you exposure to diverse ideas, expertise, and projects that span multiple industries.
- As part of a larger organization, you’ll have even more opportunities to grow your career. Whether it’s exploring new roles, leadership opportunities, or shifting to a different department, we support internal mobility to help you achieve your career goals
- You’ll enjoy autonomy and responsibility, empowering you to approach your work creatively and independently, fostering innovation and independent thought.
- Employee recognition is a core part of our culture. When you do a great job, we make sure everyone knows about it!
Foundant is an equal opportunity employer, committed to building a diverse workforce that represents the communities we serve. We welcome and encourage applications from all qualified candidates, and will consider all applicants without regard to race, color, citizenship, religion, sex, marital/family status, sexual orientation, gender identity, Indigenous status, age, disability, or individuals who may require accommodation.
Foundant is also committed to providing accommodations throughout the interview and employment process. Accommodations are available upon request for candidates participating in all aspects of the selection process. If you have accessibility requirements during the recruitment process and require accommodation, please contact [email protected].