Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of and resolve a substantial number of technical support tickets related to the SMS product, managing the process from triage to closure while adhering to established SLA targets.

• Analyze and troubleshoot intricate configuration issues, data discrepancies, integration failures, and workflow errors within the SmartSimple platform.

• Ensure accurate and timely documentation of tickets in Zendesk.

• Recognize recurring issue trends and bring them to the attention of leadership for proactive resolution or product feedback enhancement.

• Communicate with empathy and clarity with nonprofit clients.

• Establish trust with clients by consistently following up and providing proactive updates on ongoing issues.

• Create and maintain internal knowledge base articles and troubleshooting documentation.

• Guide junior support team members in technical troubleshooting methods and platform expertise.

⛳️ Requirements

• 4–6 years of experience in SaaS technical support, application support, or a related client-facing technical position.

• Proven ability to independently troubleshoot complex software issues.

• Familiarity with working in a ticketing system, preferably Zendesk.

• Excellent written communication skills.

• Comfortable navigating data structures, configurations, and workflows within web-based enterprise applications.

• Preferred: Experience with SmartSimple or similar grants management/nonprofit software platforms.

• Knowledge of HTML, CSS, or basic scripting in a support or configuration setting.

• Exposure to Agile/Scrum delivery methodologies.

🏝️ Benefits

• Competitive salary and comprehensive benefits package.

• Tuition reimbursement program.

• Lifestyle reimbursement options.

• Initiatives focused on mindfulness and fitness.

• Flexible Paid Time Off (PTO) policy.

• Opportunities for professional and personal development.

• Potential for internal mobility within the organization.

• Employee recognition initiatives.