Technical Support Engineer

Foundant Technologies

. Analyze complex client issues and determine whether Support or Engineering should resolve them .

Posted 10/10/2026full-timeRemote • United States, CanadaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting complex software issues, utilizing SQL, REST APIs, and various monitoring tools. Capable of effectively translating technical information between Support and Engineering while mentoring team members and maintaining documentation standards.

Highest-signal resume keywords

5+ Years In SaaS Technical SupportSQL ProficiencyExperience With Zendesk And JiraTechnical Lead Or Mentoring ExperienceFamiliarity With Agile/Scrum

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting Complex Software IssuesSQLREST APIsJavaScriptXML/JSONLog AnalysisMonitoring ToolsIncident ManagementProblem ManagementIntegration

Soft Skills

Client CommunicationMentoringDocumentation

Tools & Technologies

ZendeskJiraPostmanBrowser Developer ToolsAI Tools

Industry Keywords

SaaSGrants ManagementNonprofit SoftwareITILSSO/MFA/OAuth/OpenID

Tech Stack

Tools & technologies

JavaScriptSQLTCP/IP

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

Competitive salary and benefits
Tuition reimbursement
Lifestyle reimbursements
Bespoke mindfulness and fitness initiatives
Flexible PTO policy
Professional and personal development opportunities
Internal mobility and career growth opportunities
Autonomy and responsibility
Employee recognition
Accommodations throughout the interview and employment process