5+ years in SaaS technical support or a similar client-facing technical role, including 2+ years handling Tier 2/3 escalations.
Proven ability to troubleshoot complex software issues independently and document findings clearly.
Working knowledge of SQL, REST APIs, SSO/MFA/OAuth/OpenID, JavaScript, XML/JSON, and web/network protocols.
Experience with log analysis or monitoring platforms and ticketing systems (Zendesk and Jira preferred).
Must be legally eligible to work in the United States or Canada.
Responsibilities
Serve as the trusted point of contact between Support and Engineering, reviewing escalations before they reach Engineering.
Own each escalation through to deployment, confirming fixes with Support and the client.
Translate between Support and Engineering, providing clear status and realistic timelines.
Lead investigation of complex issues using structured problem analysis and document root causes.
Use log analysis and monitoring tools to isolate failures and resolve escalations that do not need Engineering.
Identify recurring defects and process gaps, bringing evidence to Product and Engineering for permanent fixes.
Maintain the Known Issues page and contribute to internal release notes.
Benefits
Remote-first workplace with flexibility to work from anywhere.
Access to physical office hubs in Bozeman, Toronto, and Dublin for collaborative culture.
Opportunity to contribute to a globally connected team focused on meaningful impact.
Full Job Description
Where You'll Work:
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.
WhatYou'llDo:
The Technical Support Engineer (TSE) for SmartSimple (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.
Bridge Support and Engineering
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.
Advanced technical analysis
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 use log analysis and monitoring tools (such as Kibana or AppDynamics), Postman, browser developer tools, and SQL to isolate failures.
You'll resolve escalations that do not need Engineering, so developer time goes to confirmed defects.
Patterns & enablement
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.
How Success is Measured:
In 90 days: onboarded, relationships built with Support leads and Engineering, and ownership of the escalation flow. Within six months: measurable gains in escalation quality and turnaround, pattern reporting that Product and Engineering act on, and recognition from both teams as their trusted point of contact.
CORE METRICS
Escalation quality (accepted by Engineering without rework) • Time to escalate • MTTR for escalated tickets • Recurring-defect trend • CSAT and partner feedback
What You'll Need:
Required
5+ years in SaaS technical Support or a similar client-facing technical role, including 2+ years handling Tier 2/3 escalations or working directly with Engineering teams.
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.
Preferred
Experience with SmartSimple or similar grants management or nonprofit software.
Technical lead or mentoring experience; familiarity with Agile/Scrum and incident or problem management (ITIL); hands-on use of AI tools in Support work.
What You'll Bring to Our Team Dynamics:
Adaptive Achievement: You're a driven, technically strong problem solver with a strong sense of ownership - you stay on an issue until it is fixed and confirmed, and you take the initiative to find patterns without being asked.
Productive Collaboration: You work constructively with both Support and Engineering and strengthen how they collaborate, influencing across teams without formal authority.
Service Orientation: You communicate with excellence, in writing and in conversation, for both technical and non-technical audiences - giving Support clear status and realistic timelines
Business Insight: You bring analytical depth to the work, quantifying recurring defects and bringing evidence to Product and Engineering, and you understand the nonprofit and philanthropic sector.
