Support Engineer
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Job Description
Support Engineer managing technical support issues for nonprofit clients using the SmartSimple platform. Collaborating with internal teams to ensure high-quality support and client satisfaction.
Responsibilities:
- Own and resolve a high volume of technical support tickets across the SMS product, from triage through closure, within defined SLA targets.
- Diagnose and troubleshoot complex configuration issues, data problems, integration failures, and workflow errors within the SmartSimple platform.
- Maintain accurate, timely ticket documentation in Zendesk.
- Identify recurring issue patterns and surface them to leadership for proactive resolution or product feedback loops.
- Communicate clearly and empathetically with nonprofit clients.
- Build trust with clients through consistent follow-through and proactive updates on open issues.
- Author and maintain internal knowledge base articles and troubleshooting guides.
- Mentor junior support staff on technical troubleshooting approaches and platform knowledge.
Requirements:
- 4–6 years of experience in a SaaS technical support, application support, or similar client-facing technical role.
- Demonstrated ability to troubleshoot complex software issues independently.
- Experience working in a ticketing system (Zendesk preferred).
- Strong written communication skills.
- Comfortable working across data structures, configurations, and workflows in web-based enterprise applications.
- Preferred: Experience with SmartSimple or similar grants management / nonprofit software platforms.
- Familiarity with HTML, CSS, or basic scripting in a support or configuration context.
- Exposure to Agile / Scrum delivery methodology.
Benefits:
- Competitive salary and benefits
- Tuition reimbursement
- Lifestyle reimbursements
- Mindfulness and fitness initiatives
- Flexible PTO policy
- Professional and personal development opportunities
- Opportunities for internal mobility
- Employee recognition programs
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