Remote SaaS Technical Support Specialist

Foundant; Bozeman (MT); Remote; CAD 60,000 - 90,000; Full time

Benefits offered by this job

Tuition reimbursement

Lifestyle reimbursements

Mindfulness & fitness programs

Flexible PTO

Internal mobility opportunities

Job summary

Foundant is seeking a Technical Community Support professional to join the Essentials Support team. The role focuses on timely, technical customer support for mission-driven clients using SmartSimple software, with emphasis on troubleshooting, documentation, and proactive communication.

You'll work in a remote-first environment with global teams, handling tickets, upgrades, and client training while driving customer satisfaction and platform adoption. Travel is limited but may occur up to 10%.

Qualifications

• Bachelor’s degree in Technology, Engineering, Sciences, or Mathematics (STEM).
• 1–2 years in a customer-facing technical or SaaS support role.
• Strong written and verbal communication; able to explain technical concepts clearly.
• Familiarity with SaaS, CRM or grants management tools is a plus.
• Solid troubleshooting instincts and ability to manage multiple tickets.

Responsibilities

• Respond to and triage inbound support tickets with initial diagnosis and SLA-based prioritization.
• Troubleshoot SmartSimple configuration, workflow, and reporting issues; resolve independently when possible.
• Escalate complex issues with clear documentation to Subject Matter Experts.
• Maintain ticket notes and provide updates in Zendesk for KPI reporting.
• Communicate proactively with clients to identify and resolve issues.
• Test fixes from Engineering and apply them to client systems.
• Help clients adopt new platform features via upgrades, configuration changes or training.
• Foster cross-team collaboration to strengthen client relationships.
• Participate in knowledge-sharing and process-improvement activities.
• Meet KPIs for ticket volume, response time, and customer satisfaction.

Skills

Customer-facing support

Troubleshooting

Communication

Organizational skills

Problem-solving

Education

Bachelor’s degree in STEM

Tools

Zendesk

HTML/CSS

SQL

CRM systems

Job description

Foundant is seeking a Technical Community Support professional to join the Essentials Support team. The role focuses on timely, technical customer support for mission-driven clients using SmartSimple software, with emphasis on troubleshooting, documentation, and proactive communication.

You'll work in a remote-first environment with global teams, handling tickets, upgrades, and client training while driving customer satisfaction and platform adoption. Travel is limited but may occur up to 10%.