Technical Support Engineer

We're truly grateful that so many people have Foundant on their radar — it means a lot that our work resonates with others. That said, due to the high volume of direct messages and emails we receive, cold outreach isn't the preferred way to be considered for a role, and we're not able to prioritize applications submitted this way.

At Foundant, we build mission-critical software for the social good ecosystem — helping foundations, grantmakers, nonprofits, and community organizations streamline their work, strengthen relationships, and maximize their impact. We serve the giving community worldwide with a comprehensive suite of solutions spanning grant management, community foundation software, and giving analytics.

We're a unified company shaped by strong roots across our product portfolio, and we operate with intention and purpose. Our team of ~350 people across six countries is connected by a shared North Star: to be the trusted partner and strategic advisor to the communities we serve.

• As a remote-first workplace, we believe in offering flexibility and the freedom to work where it suits you best, while staying connected through technology. Our global network of talent is supported by physical office hubs and virtual collaboration, fostering a dynamic environment where innovation and growth thrive.
• With office locations in Bozeman, MT, Toronto, Canada, and Dublin, Ireland, you'll be part of a globally connected team. Whether you're working remotely or from one of our office locations, you'll be contributing to a vibrant, collaborative culture focused on driving meaningful impact across the world.

The Technical Support Engineer (TSE) for Smart Simple (SMS) is the pivot between the Support team and the Engineering and Development teams. You will analyze the most complex client issues, decide what Support can resolve and what needs Engineering, and make sure every escalation reaches Engineering complete, reproducible, and prioritized by client impact. You will then own it through to a confirmed fix.

• You'll serve as the trusted point of contact between both teams, reviewing escalations before they reach Engineering: you'll reproduce the issue, confirm client impact, and package a complete Jira ticket (steps, logs, environment, priority).
• You'll own each escalation through to deployment — following up with Engineering, challenging constructively where ownership or impact is unclear, and confirming the fix with Support and the client, because the work isn't finished until the client's outcome is.
• You'll translate between both sides, giving Support clear status and realistic timelines, and giving Engineering client context and business impact.

• You'll lead investigation of complex configuration, data, integration, workflow, upgrade, and performance issues using structured problem analysis, documenting root cause in Zendesk and Jira.
• You'll resolve escalations that do not need Engineering, so developer time goes to confirmed defects.

• You'll identify recurring defects and process gaps, quantify them, and bring evidence to Product and Engineering to drive permanent fixes — because the people we serve feel every defect we let repeat.
• You'll take responsibility for maintaining the Known Issues page and contributing to internal release notes.
• You'll raise ticket quality across Support: defining what a good escalation looks like, maintaining playbooks and knowledge base articles, and mentoring team leads and Support Engineers.
• Other duties as assigned.

In 90 days: onboarded, relationships built with Support leads and Engineering, and ownership of the escalation…