Technical Support Engineer

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