Support Engineer

Foundant + smartsimple

About The Position

The Support Engineer role focuses on providing technical troubleshooting and ticket resolution for the SMS product, specifically within the SmartSimple platform. This involves diagnosing and resolving complex configuration issues, data problems, integration failures, and workflow errors. The role requires excellent client engagement skills, clear communication, and the ability to explain technical issues in plain language to nonprofit clients. Additionally, the Support Engineer will contribute to knowledge management by authoring internal articles and client-facing content, and will collaborate with various internal teams including Implementation Consultants, Project Managers, and the Director of Technical Support. Mentoring junior support staff is also a key aspect of the role.

Requirements

4–6 years of experience in a SaaS technical support, application support, or similar client-facing technical role.
Demonstrated ability to troubleshoot complex software issues independently — breaking down problems systematically and documenting findings clearly.
Experience working in a ticketing system (Zendesk preferred) and managing a personal queue to SLA.
Strong written communication skills — able to explain technical concepts clearly to non-technical clients.
Comfortable working across data structures, configurations, and workflows in web-based enterprise applications.

Nice To Haves

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

Responsibilities

Own and resolve a high volume of technical support tickets across the SMS product, from triage through closure, within defined SLA targets.
Diagnose and troubleshoot complex configuration issues, data problems, integration failures, and workflow errors within the SmartSimple platform.
Escalate appropriately to Tier 3 / engineering when issues exceed Support scope, providing thorough documentation to accelerate resolution.
Maintain accurate, timely ticket documentation in Zendesk — including root cause analysis, resolution steps, and client-facing summaries.
Identify recurring issue patterns and surface them to leadership for proactive resolution or product feedback loops.
Communicate clearly and empathetically with nonprofit clients, many of whom have limited internal IT resources — setting accurate expectations and explaining technical issues in plain language.
Build trust with clients through consistent follow-through, transparency about timelines, and proactive updates on open issues.
Collaborate with Implementation Consultants during active client engagements to resolve configuration or technical blockers.
Author and maintain internal knowledge base articles, troubleshooting guides, and resolution playbooks for common SMS issues.
Contribute to client-facing help content and FAQ resources in partnership with the product and implementation teams.
Stay current on SmartSimple product updates, new features, and known issues — translating changes into support team readiness.
Partner with Implementation Consultants, Project Managers, and the Director of Technical Support to align on priorities and share cross-functional context.
Participate in team ceremonies including stand-ups, retrospectives, and knowledge-share sessions.
Mentor junior support staff on technical troubleshooting approaches and platform knowledge.