Remote SaaS Technical Support Specialist

Foundant; California; Remote; USD 55,000 - 85,000; Full time

Benefits offered by this job

Tuition reimbursement

Lifestyle reimbursements

Flexible PTO

Internal mobility

Job summary

Foundant is seeking a Technical Community Support specialist for the Essential Support team. You will deliver prompt, professional technical assistance to mission-driven organizations leveraging SmartSimple software, troubleshooting configuration, and guiding clients through upgrades and training.

Join a remote-first, globally distributed team with potential travel less than 10%. You’ll help ensure successful deployment and ongoing adoption of solutions across foundations, nonprofits, and

Qualifications

• Bachelor’s degree in Technology, Engineering, Sciences, Mathematics (STEM).
• 1–2 years of experience in a customer-facing technical support, or SaaS support role.
• Strong written and verbal communication skills.
• Comfortable learning new software platforms quickly; prior exposure to SaaS, CRM, or grants management tools is a plus.
• Solid troubleshooting instincts and ability to document findings.

Responsibilities

• Respond to and triage inbound support tickets with initial diagnosis and SLA-based prioritization.
• Troubleshoot SmartSimple configuration, workflow, and reporting issues and resolve independently where possible.
• Escalate complex issues with clear documentation to SMEs.
• Maintain ticket notes and updates in Zendesk for KPIs and knowledge continuity.
• Communicate proactively with clients to identify and resolve issues; provide training and documentation when needed.
• Test fixes from Engineering and apply to client systems.
• Advocate new platform features and assist clients in upgrades and training.
• Collaborate across client success and internal teams to strengthen partnerships.

Skills

Communication skills

SaaS support

Troubleshooting

Customer-facing

Learning quickly

Education

Bachelors STEM

Tools

Zendesk

CRM

SaaS platforms

SQL basics

Job description

Foundant is seeking a Technical Community Support specialist for the Essential Support team. You will deliver prompt, professional technical assistance to mission-driven organizations leveraging SmartSimple software, troubleshooting configuration, and guiding clients through upgrades and training.

Join a remote-first, globally distributed team with potential travel less than 10%. You’ll help ensure successful deployment and ongoing adoption of solutions across foundations, nonprofits, and