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Foundant Technologies develops cloud based grant management software for nonprofits, foundations, and community foundations. Its tools support funders and grantseekers in managing grant operations, helping philanthropic organizations spend less time on administration and more time on their missions. The company pairs software designed around users’ workflows with customer service for organizations working across the philanthropic sector.
Senior Technical Support Engineer
Serve as the technical bridge between Support and Engineering for Foundant’s nonprofit and philanthropy software. Investigate complex issues, manage escalations, and verify fixes.
विवरण
- Assess complex client issues and route them to Support or Engineering for resolution.
- Reproduce problems, verify client impact, and file complete, prioritized escalations in Jira.
- Manage escalations through deployment and verify fixes with Support and clients.
- Communicate technical status, timelines, client context, and business impact between Support and Engineering.
- Investigate configuration, data, integration, workflow, upgrade, and performance problems.
- Record root causes in Zendesk and Jira.
- Use logs, monitoring tools, Postman, browser developer tools, and SQL to isolate failures.
- Resolve escalations that can be handled without Engineering.
- Spot recurring defects and process gaps, then share supporting evidence with Product and Engineering.
- Keep the Known Issues page current and help prepare internal release notes.
- Set escalation standards, maintain playbooks and knowledge base articles, and mentor team leads and Support Engineers.
आवश्यकताएँ
- At least five years in SaaS technical support or a comparable client-facing technical role.
- At least two years managing Tier 2 or Tier 3 escalations or working directly with Engineering teams.
- Ability to independently troubleshoot complex software problems and clearly document findings.
- Working knowledge of SQL, REST APIs and integrations, SSO/MFA/OAuth/OpenID, JavaScript, XML/JSON, and web and network protocols including HTTP, TLS, and TCP/IP.
- Experience using log analysis or monitoring platforms.
- Experience with ticketing or issue-tracking tools; Zendesk and Jira are preferred.
- Legal eligibility to work in the United States or Canada.
- Experience with SmartSimple or comparable grants management or nonprofit software is preferred.
- Technical leadership or mentoring experience is preferred.
- Familiarity with Agile/Scrum and incident or problem management (ITIL) is preferred.
- Practical use of AI tools in support work is preferred.
लाभ
- Competitive salary and benefits.
- Tuition reimbursement.
- Lifestyle reimbursements.
- Tailored mindfulness and fitness programs.
- Flexible paid time off.
- Professional and personal development opportunities.
- Internal mobility and career growth opportunities.
- Autonomy and responsibility.
- Employee recognition.
- Accommodations throughout the interview and employment process.
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