Technical Support Engineer

Job Summary

Working remotely, the full-time Support Engineer will resolve complex technical issues for nonprofit clients using the SmartSimple platform, manage support tickets, and collaborate with cross-functional teams to enhance product reliability and client satisfaction.

Key responsibilities

• Own and resolve a high volume of technical support tickets, ensuring timely closure within defined SLA targets
• Communicate effectively with clients to explain technical issues and set accurate expectations
• Author and maintain internal knowledge base articles and troubleshooting guides for common issues

Required qualifications

• 4-6 years of experience in a SaaS technical support or application support role
• Proficiency in troubleshooting complex software issues and documenting findings clearly
• Experience with ticketing systems, preferably Zendesk, and managing personal queues to SLA
• Strong written communication skills for explaining technical concepts to non-technical clients
• Familiarity with data structures, configurations, and workflows in web-based enterprise applications