Remote Technical Support Specialist - EMEA SaaS

Foundant; Ireland; Remote; EUR 42,000 - 55,000; Full time

Benefits offered by this job

Flexible PTO

Tuition reimbursement

Lifestyle reimbursements

Mindfulness initiatives

Job summary

Foundant is seeking a Technical Community Support specialist for our Essential Support team. You’ll be the voice of customer support, diagnosing issues and guiding clients through solutions to help nonprofits maximize impact.

In a remote-first environment with global collaboration, you’ll work with Zendesk, CRM tools, and SmartSimple configurations. You’ll triage tickets, escalate when needed, and contribute to ongoing process improvements while meeting team KPIs.

Qualifications

• Bachelor’s degree in a 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.

Responsibilities

• Triage and respond to inbound support tickets with initial diagnosis and prioritization based on severity and SLA.
• Troubleshoot 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.
• 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

Customer support

SaaS support

Technical troubleshooting

Communication skills

SQL basics

Education

STEM degree

Tools

Zendesk

CRM systems

Job description

Foundant is seeking a Technical Community Support specialist for our Essential Support team. You’ll be the voice of customer support, diagnosing issues and guiding clients through solutions to help nonprofits maximize impact.

In a remote-first environment with global collaboration, you’ll work with Zendesk, CRM tools, and SmartSimple configurations. You’ll triage tickets, escalate when needed, and contribute to ongoing process improvements while meeting team KPIs.