Remote SaaS Technical Support Specialist

Ali Aydi; Bozeman (MT); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Flexible PTO

Tuition reimbursement

Lifestyle reimbursements

Wellness programs

Job summary

Foundant is seeking a Technical Community Support specialist for its Essential Support team. You’ll be the voice of customer support, providing prompt, professional, and knowledgeable technical assistance to mission-driven organizations using our software.

This remote-first role offers flexibility with global collaboration, while maintaining ties to our office hubs in Bozeman, MT; Toronto; and Dublin. You’ll troubleshoot, document, train, and advocate for new platform features to ensure client

Qualifications

• Bachelor’s degree in Technology, Engineering, Sciences, or Mathematics (STEM).
• 1–2 years of customer-facing technical support or SaaS support.
• Strong written and verbal communication; ability to explain technical concepts to non-technical users.
• Familiar with SaaS, CRM, or grants management tools is a plus.
• Solid troubleshooting and documentation skills.
• Ability to manage a queue of tickets and stay organized.
• Comfortable working in a metric-driven environment.

Responsibilities

• Respond to and triage inbound support tickets with initial diagnosis and SLA-based prioritization.
• Troubleshoot configuration, workflow, and reporting issues; resolve independently when possible.
• Escalate complex issues with clear documentation.
• Maintain accurate ticket notes and KPI-focused reporting in Zendesk.
• Communicate proactively with clients at all levels to ensure satisfaction.
• Test engineering fixes and implement in client systems.
• Assist clients in adopting new platform features through upgrades, configuration, or training.
• Collaborate across teams to strengthen client relationships.
• Participate in team huddles and knowledge-sharing sessions.
• Meet KPIs for ticket volume, response time, and CSAT, travel up to 10%.

Skills

Customer support

Communication

Troubleshooting

Organization

Education

Bachelor's degree (STEM)

Tools

Zendesk

CRM

Job description

Foundant is seeking a Technical Community Support specialist for its Essential Support team. You’ll be the voice of customer support, providing prompt, professional, and knowledgeable technical assistance to mission-driven organizations using our software.

This remote-first role offers flexibility with global collaboration, while maintaining ties to our office hubs in Bozeman, MT; Toronto; and Dublin. You’ll troubleshoot, document, train, and advocate for new platform features to ensure client