Remote-First SaaS Support Engineer (Escalations)
Foundant Technologies, Inc.
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Benefits offered by this job
Job summary
Foundant Technologies, Inc. is seeking a Technical Support Engineer for SmartSimple (SMS) to bridge Support and Engineering, analyzing the most complex client issues and ensuring escalations reach Engineering with complete context.
You will own escalations through deployment, verify fixes with Support and the client, and translate status and timelines between teams to enable faster, higher-quality outcomes.
Qualifications
- 5+ years in SaaS technical support or similar client-facing technical role.
- 2+ years handling Tier 2/3 escalations or working directly with Engineering.
- Proven ability to troubleshoot complex software issues independently.
- Experience with log analysis or monitoring platforms and with Zendesk/Jira.
Responsibilities
- Reproduce issues, confirm client impact, and prepare complete Jira tickets.
- Own escalations through deployment and verify fixes with Support and the client.
- Translate status and timelines between Support and Engineering.
- Identify recurring defects and propose permanent fixes with Product/Engineering.
- Maintain Known Issues page and contribute to release notes.
- Raise ticket quality and mentor team leads and Support Engineers.
Skills
Tools
Job description
Foundant Technologies, Inc. is seeking a Technical Support Engineer for SmartSimple (SMS) to bridge Support and Engineering, analyzing the most complex client issues and ensuring escalations reach Engineering with complete context.
You will own escalations through deployment, verify fixes with Support and the client, and translate status and timelines between teams to enable faster, higher-quality outcomes.
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