Technical Support Representative

About the Company

Foundant builds software that helps purpose-driven organizations handle data, streamline workflows, and measure impact more effectively. Its products support grant management, community foundations, automation of business processes, and collaborative data work for nonprofits, charitable groups, corporations, and government organizations.

The organization focuses on delivering flexible, innovative tools that help mission-oriented teams operate more efficiently and create stronger outcomes.

Work Environment

This role is part of a remote-first setup, giving you the flexibility to work from a location that suits you while staying connected through digital collaboration. The company operates with teams and office hubs in Bozeman, Montana; Toronto, Canada; and Dublin, Ireland.

You will be joining a globally distributed team that values collaboration, connection, and cross-border teamwork.

Role Overview

As a Technical Support Representative, you will support customers by resolving everyday issues and delivering dependable, scalable solutions. The position involves handling support requests across email, online channels, and telephone, while maintaining a high standard of professionalism and speed.

Key Duties

• Assist end users with timely and effective technical support.
• Handle support requests received through email, web-based channels, and phone.
• Investigate, prioritize, and resolve customer issues while sharing clear updates with both internal teams and clients.
• Identify the underlying cause of issues and determine whether software changes or process improvements could have prevented them.
• Escalate complex cases to subject matter experts and include practical recommendations.
• Record all support interactions in the Zendesk ticketing system.
• Work to close tickets quickly and professionally while meeting service level commitments.
• Build effective working relationships with customer teams and internal departments.
• Support testing of fixes delivered by the development team and help roll them into client systems.
• Promote new platform capabilities and help clients adopt upgrades and configuration changes through guidance and documentation.
• Provide customer training when needed, including limited travel of under 10%.
• Carry out additional tasks as assigned.

What We’re Looking For

You should have a bachelor’s degree in a technology, engineering, science, or mathematics discipline, or comparable hands-on experience. At least one year of experience in a similar position is required.

The ideal candidate is a strong communicator who is comfortable working with both technical and non-technical users. You should be organized, collaborative, adaptable, and able to take initiative with minimal supervision.

Success in this role also requires solid analytical thinking, effective problem-solving, strong follow-through, and the ability to juggle several priorities in a fast-moving environment.

Candidates must be legally eligible to work in the USA, Canada, Ireland, or Spain.

Benefits and Culture

The company offers competitive pay and benefits, along with tuition support, lifestyle reimbursements, and mindfulness and fitness initiatives.

Flexible paid time off is available so you can manage your schedule with greater balance. There are also opportunities for growth through cross-team collaboration, internal mobility, and exposure to varied projects and industries.

The culture emphasizes autonomy, accountability, professional development, and employee recognition.

Equal Opportunity and Accommodation

Foundant is committed to building a diverse and inclusive workforce. All qualified candidates are encouraged to apply, regardless of race, color, citizenship, religion, sex, marital or family status, sexual orientation, gender identity, Indigenous status, age, disability, or accommodation needs.

The company follows Ontario Human Rights Code and AODA requirements, and provides accommodations during the interview and employment process upon request. Candidates who need accessibility support during recruitment can contact hr@smartsimple.com.