Remote SaaS Technical Support Specialist

Foundant Technologies, Inc.; Ireland; On-site; EUR 40,000 - 60,000; Full time

Benefits offered by this job

Tuition reimbursement

Lifestyle reimbursements

Flexible PTO

Job summary

Foundant is seeking a Technical Community Support professional to join the Essentials Support team. You’ll provide prompt, professional technical support to mission-driven clients, troubleshooting SmartSimple configurations and guiding customers to effective solutions.

Based in Ireland with a remote-first approach, you’ll triage tickets, document steps, and collaborate with Engineers to deliver reliable outcomes. Some travel (<10%) may be required.

Qualifications

• Bachelor’s degree in STEM field.
• 1–2 years in a customer-facing technical support or SaaS support role.
• Strong written and verbal communication; able 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.
• 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 (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.
• Facilitate relationships across client success, internal teams, and departments to strengthen partnerships.
• Contribute 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

SaaS Support

Customer-facing

Technical Troubleshooting

Communication

Problem Solving

Team Collaboration

Education

Bachelor’s degree in STEM

Tools

Zendesk

SQL

HTML/CSS

CRM tools

SSO

API/SFTP

Job description

Foundant is seeking a Technical Community Support professional to join the Essentials Support team. You’ll provide prompt, professional technical support to mission-driven clients, troubleshooting SmartSimple configurations and guiding customers to effective solutions.

Based in Ireland with a remote-first approach, you’ll triage tickets, document steps, and collaborate with Engineers to deliver reliable outcomes. Some travel (<10%) may be required.