Support Engineer

About Foundant: At Foundant, we empower mission-driven organizations to manage their data, workflows, and impact with our comprehensive software solutions. From grant management and community foundations to process automation and data collaboration, our combined expertise supports a diverse range of organizations - from nonprofits and charitable entities to corporations and governments. We’ve created a powerhouse of solutions designed to meet the unique needs of organizations striving to make a difference. Together, we’re setting new standards in innovation, flexibility, and impact management by helping organizations achieve their missions more efficiently and effectively. Overview The Support Engineer for SmartSimple (SMS) serves as a key technical resource for Foundant's nonprofit and philanthropic clients using the SmartSimple platform. This experienced individual contributor role is responsible for resolving complex technical issues, triaging and working escalated tickets, and ensuring clients receive timely, high-quality support throughout their product lifecycle. The Support Engineer works closely with implementation consultants, product, and engineering teams to identify patterns, advocate for client needs, and contribute to the ongoing reliability of the SMS product experience. Where You’ll Work: As a remote-first workplace, we believe in offering flexibility and the freedom to work where it suits you best, while staying connected through technology. Our global network of talent is supported by physical office hubs and virtual collaboration, fostering a dynamic environment where innovation and growth thrive. With headquarters in Bozeman, Montana (Foundant), Toronto, Canada (SmartSimple), and our EMEA office in Dublin, Ireland, you’ll be part of a globally connected team. Whether you’re working remotely or from one of our office locations, you’ll be contributing to a vibrant, collaborative culture focused on driving meaningful impact across the world. What You’ll Do: Technical troubleshooting & ticket resolution 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. Client engagement 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. Knowledge & documentation 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. Team collaboration 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. What You’ll Need: 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. Preferred 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. How Success is Measured In the first 90 days, a successful Support Engineer will have completed platform onboarding, resolved tickets independently within SLA, and begun contributing to knowledge base documentation. Within six months, they are expected to demonstrate ownership of a full ticket queue, a measurable contribution to first-contact resolution rates, and strong working relationships with implementation and product counterparts. CORE METRICS Ticket resolution within SLA First-contact resolution rate CSAT score Knowledge base contributions Escalation rate 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. In accordance with the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act (AODA), and other applicable legislation, 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].