Technical Support Engineer (Remote) — Complex Escalations

Foundant; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Tuition reimbursement

Lifestyle reimbursements

Flexible PTO

Job summary

Foundant is seeking a Technical Support Engineer for SmartSimple (SMS) to bridge the Support and Engineering teams, analyze complex client issues, and ensure escalations are complete, reproducible, and prioritized by client impact.

The role requires 5+ years in SaaS technical support, strong knowledge of SQL, REST APIs, authentication protocols, JavaScript, XML/JSON, and web/network protocols, plus experience with Zendesk and Jira. Remote-friendly; eligible to work in the United States or Canada.

Qualifications

• 5+ years in SaaS technical support or a similar client-facing technical role.
• Proven ability to troubleshoot complex software issues independently and document findings clearly.
• Working knowledge of SQL, REST APIs and integrations, SSO/MFA/OAuth/OpenID, JavaScript, XML/JSON, and web/network protocols (HTTP, TLS, TCP/IP).
• Experience with log analysis or monitoring platforms and with ticketing/issue-tracking systems (Zendesk and Jira preferred).
• Must be legally eligible to work in the United States or Canada.

Responsibilities

• Analyze the most complex client issues, decide what Support can resolve and what needs Engineering, and ensure escalations reach Engineering complete, reproducible, and prioritized by client impact.
• Own escalations through to deployment — follow up with Engineering, challenge as needed, and confirm the fix with Support and the client.
• Translate between Support and Engineering, giving clear status and realistic timelines, and providing context on business impact.
• Lead investigation of complex configuration, data, integration, workflow, upgrade, and performance issues using structured problem analysis; document root cause in Zendesk and Jira.
• Identify recurring defects and process gaps and drive permanent fixes with Product and Engineering; maintain Known Issues page and contribute to release notes.
• Raise ticket quality, define good escalation criteria, and mentor team leads and Support Engineers.
• Other duties as assigned.

Skills

SQL

REST APIs

OAuth/OpenID

JavaScript

XML/JSON

Web protocols

SaaS support

Tier 2/3 escalations

Tools

Zendesk

Jira

Job description

Foundant is seeking a Technical Support Engineer for SmartSimple (SMS) to bridge the Support and Engineering teams, analyze complex client issues, and ensure escalations are complete, reproducible, and prioritized by client impact.

The role requires 5+ years in SaaS technical support, strong knowledge of SQL, REST APIs, authentication protocols, JavaScript, XML/JSON, and web/network protocols, plus experience with Zendesk and Jira. Remote-friendly; eligible to work in the United States or Canada.