Technical Support Engineer bridging Support and Engineering for Foundant’s nonprofit and philanthropic SaaS products. Investigating complex issues, managing escalations, and driving confirmed fixes.
About the role
- Customer Support Analyst troubleshooting FacilityOS facility-operations software, hardware, mobile apps, and integrations. Resolving customer issues and improving support workflows for a global facilities platform.
Responsibilities
- Respond to customer inquiries and resolve issues via email, live chat, phone, and video meetings
- Diagnose root causes of customer concerns and provide effective recommendations
- Provide technical support for FacilityOS products, hardware, mobile app, and external software integrations
- Provide clear guidance to customers and internal stakeholders
- Serve as an escalation point between Customer Support and Engineering, Quality Assurance, and Professional Services
- Reproduce and document reported issues for technical teams
- Maintain ownership of customer communication until issues are fully resolved
- Develop expertise in FacilityOS products, services, and integrations
- Create training materials, process documentation, help center articles, and playbooks
- Refine and optimize support workflows
- Identify and implement processes to improve service delivery
Requirements
- 2+ years of experience in a customer-facing role within a digital environment
- Experience supporting enterprise-level clients with technical troubleshooting responsibilities preferred
- Experience working with products that include hardware components or managing multiple web/mobile applications preferred
- Strong understanding of computer networking, software, and hardware
- Ability to troubleshoot Ethernet, Wi-Fi, Bluetooth, software applications, printers, iPads, and mobile devices
- Proficiency with customer support tools, especially Zendesk and Microsoft Office Suite
- Experience or interest in AI-driven support solutions is a plus
- Strong problem-solving skills
- Excellent organizational and time management skills
- Ability to prioritize tasks and work iteratively
- Collaborative, team-first mindset
- Curiosity for technology and desire to understand systems beyond the surface level
- Patience, empathy, professionalism, and de-escalation ability
- Must be legally eligible to work for any employer in Canada
- Employment may be conditional upon criminal record, credit, employment, educational, and reference checks
Benefits
- Comprehensive health coverage
- A Hybrid work environment
- Opportunity for advancement and growth
- Catered Events, Snacks, Drinks
- Birthday and Life Celebrations
- Two annual parties in a year
- Flexible work from home on remaining days
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Degree requirement
No Education Requirement
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