EMEA SaaS Tech Support Specialist

Foundant + smartsimple; Ireland; On-site; EUR 40,000 - 60,000; Full time

Benefits offered by this job

Flexible PTO

Tuition reimbursement

Lifestyle reimbursements

Mindfulness initiatives

Fitness initiatives

Job summary

Foundant + smartsimple is seeking a customer-facing technical support specialist in Ireland to triage and diagnose inbound tickets, troubleshoot SmartSimple configurations, and document steps for escalations. You will maintain ticket notes, communicate across client teams, and test fixes with the Engineering group.

You’ll advocate new platform features, assist clients with upgrades, and contribute to process improvements while meeting KPI targets and handling occasional travel.

Qualifications

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

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.

Skills

Strong communication

Troubleshooting

Attention to detail

Ticket management

Customer-focused

Education

Bachelor’s degree STEM

Tools

Zendesk

SmartSimple

SQL

HTML/CSS

JavaScript

APIs

SSO

Data analytics

Job description

Foundant + smartsimple is seeking a customer-facing technical support specialist in Ireland to triage and diagnose inbound tickets, troubleshoot SmartSimple configurations, and document steps for escalations. You will maintain ticket notes, communicate across client teams, and test fixes with the Engineering group.

You’ll advocate new platform features, assist clients with upgrades, and contribute to process improvements while meeting KPI targets and handling occasional travel.