Technical Support Engineer

Foundant Technologies · via Tech Sales Jobs

🌎 Remote ⏰ Full Time ⌛ Posted 5 days ago

Analyze complex client issues and determine whether Support or Engineering should resolve them
Reproduce issues, confirm client impact, and create complete, prioritized Jira escalations
Own escalations through deployment and confirm fixes with Support and clients
Translate technical status, timelines, client context, and business impact between Support and Engineering
Investigate configuration, data, integration, workflow, upgrade, and performance issues
Document root causes in Zendesk and Jira
Use log analysis, monitoring tools, Postman, browser developer tools, and SQL to isolate failures
Resolve escalations that do not require Engineering
Identify recurring defects and process gaps and provide evidence to Product and Engineering
Maintain the Known Issues page and contribute to internal release notes
Define escalation standards, maintain playbooks and knowledge base articles, and mentor team leads and Support Engineers

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 and document findings clearly
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
Experience with ticketing/issue-tracking systems; Zendesk and Jira preferred
Must be legally eligible to work in the United States or Canada
Experience with SmartSimple or similar grants management or nonprofit software preferred
Technical lead or mentoring experience preferred
Familiarity with Agile/Scrum and incident or problem management (ITIL) preferred
Hands-on use of AI tools in Support work preferred

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