SaaS Technical Support Specialist — Zendesk Expert

Foundant + smartsimple; United States; Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

Tuition reimbursement

Lifestyle reimbursements

Mindfulness & fitness initiatives

Flexible PTO

Internal mobility

Job summary

Foundant + smartsimple is seeking a technically proficient Support Specialist in the United States. You’ll triage inquiries, diagnose issues, and coordinate with SMEs to resolve complex problems while maintaining timely ticket notes in Zendesk. You’ll help clients adopt new features and work across teams to improve processes.

The role requires a STEM degree and 1–2 years in a customer-facing tech support or SaaS role, with strong communication and troubleshooting skills. Some travel (<10%) is possible, and the company offers growth opportunities and a supportive environment.

Qualifications

• Bachelor’s degree in Technology, Engineering, Sciences, Mathematics (STEM).
• 1–2 years in customer-facing technical support or SaaS support.
• Strong written and verbal communication; explain tech to non-technical users.
• Comfortable learning new platforms; SaaS/CRM/grants tools a plus.
• Solid troubleshooting, testing, documenting findings.
• Good organizational skills and attention to detail with ticket queues.
• Strategic thinking with consistent client satisfaction in a fast-paced env.
• Comfortable in a metric-driven environment.

Responsibilities

• Respond to and triage inbound support tickets with initial diagnosis and prioritization.
• Troubleshoot SmartSimple configuration, workflow, and reporting issues.
• Escalate complex issues with clear documentation to SMEs.
• Maintain ticket notes and statuses in Zendesk for KPIs and knowledge continuity.
• Communicate effectively with clients to enable proactive problem solving.
• Test fixes from Engineering and apply them to client systems.
• Advocate new platform features and assist client adoption via upgrades or training.
• Coordinate with client success and internal teams to strengthen partnerships.
• Contribute to continuous process improvements across Support.
• Participate in team huddles, training, and knowledge-sharing.
• Meet KPIs for ticket volume, response time, and customer satisfaction.
• Some travel may be required (less than 10%).
• Other duties as assigned.

Skills

Cloud & SaaS basics

Databases & SQL

HTML/CSS basics

JavaScript basics

Workflow automation

APIs & SSO

Data analytics

Communication skills

Education

Bachelor’s degree in STEM

Tools

Zendesk

CRM tools

SaaS platforms

Job description

Foundant + smartsimple is seeking a technically proficient Support Specialist in the United States. You’ll triage inquiries, diagnose issues, and coordinate with SMEs to resolve complex problems while maintaining timely ticket notes in Zendesk. You’ll help clients adopt new features and work across teams to improve processes.

The role requires a STEM degree and 1–2 years in a customer-facing tech support or SaaS role, with strong communication and troubleshooting skills. Some travel (<10%) is possible, and the company offers growth opportunities and a supportive environment.