Technical Support Engineer supporting CrashPlan’s cyber - ready data resilience platform. Diagnosing customer issues across operating systems, networks, databases, and deployment environments.
About the role
- Technical Support Engineer bridging Support and Engineering for Foundant’s nonprofit and philanthropic SaaS products. Investigating complex issues, managing escalations, and driving confirmed fixes.
Responsibilities
- Analyze complex client issues and determine whether Support or Engineering should resolve them
- Reproduce issues, confirm client impact, and create complete, prioritized Jira escalations
- Own escalations through deployment and confirm fixes with Support and clients
- Translate technical status, timelines, client context, and business impact between Support and Engineering
- Investigate configuration, data, integration, workflow, upgrade, and performance issues
- Document root causes in Zendesk and Jira
- Use log analysis, monitoring tools, Postman, browser developer tools, and SQL to isolate failures
- Resolve escalations that do not require Engineering
- Identify recurring defects and process gaps and provide evidence to Product and Engineering
- Maintain the Known Issues page and contribute to internal release notes
- Define escalation standards, maintain playbooks and knowledge base articles, and mentor team leads and Support Engineers
Requirements
- 5+ years in SaaS technical Support or a similar client-facing technical role
- 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
- Experience with ticketing/issue-tracking systems; Zendesk and Jira preferred
- Must be legally eligible to work in the United States or Canada
- Experience with SmartSimple or similar grants management or nonprofit software preferred
- Technical lead or mentoring experience preferred
- Familiarity with Agile/Scrum and incident or problem management (ITIL) preferred
- Hands-on use of AI tools in Support work preferred
Benefits
- Competitive salary and benefits
- Tuition reimbursement
- Lifestyle reimbursements
- Bespoke mindfulness and fitness initiatives
- Flexible PTO policy
- Professional and personal development opportunities
- Internal mobility and career growth opportunities
- Autonomy and responsibility
- Employee recognition
- Accommodations throughout the interview and employment process
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
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Location requirements
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