Technical Support Representative - USA

Foundant + smartsimple • Washington, NV

8d • Hybrid

About The Position

This role involves responding to and triaging inbound support tickets, performing initial diagnosis and prioritization based on severity and SLA. The representative will troubleshoot common issues with SmartSimple configuration, workflow, and reporting, resolving them independently when possible. Complex issues will be escalated to Subject Matter Experts with clear documentation. The position requires maintaining accurate and timely ticket notes in the ticketing system (powered by Zendesk) to support KPI reporting and knowledge continuity. A high level of communication with clients is expected to ensure proactive problem identification and resolution. The role also includes testing fixes from the Engineering team, advocating for new platform features, and assisting clients with adoption through upgrades, configuration changes, or training. Facilitating relationships across client success, internal teams, and departments is key, as is contributing to continuous process improvement within Support. Participation in team huddles, training, knowledge-sharing, and process improvement discussions is expected. The role requires meeting individual and team KPIs for ticket volume, response time, and customer satisfaction. Some travel may be required (estimated less than 10%).

Requirements

• 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.
• 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.
• 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.

Nice To Haves

• Prior exposure to SaaS, CRM, or grants management tools is a plus.
• 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.

Responsibilities

• 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.

Benefits

• Competitive salary
• Tuition reimbursements
• Lifestyle reimbursements
• Bespoke mindfulness and fitness initiatives
• Flexible PTO policy
• Professional and personal development opportunities
• Opportunities to collaborate across teams
• Exposure to diverse ideas, expertise, and projects that span multiple industries
• Opportunities to grow career within a larger organization
• Support for internal mobility
• Autonomy and responsibility
• Employee recognition

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level