Teams at Foundant Technologies

Provide technical support for SmartSimple users: triage and resolve complex configuration, data, integration, and workflow issues; manage ticket queue to SLA in Zendesk; escalate to engineering when needed; create knowledge base content; mentor junior staff and collaborate with implementation, product, and engineering teams.

Lead and scale the SmartSimple (SMS) support organization: hire and develop teams, define SLAs and escalation processes, monitor CSAT and support metrics, manage incidents, drive knowledge management and tooling, partner with Product/Engineering/Sales/Client Success, and define and implement AI-assisted support strategy to improve deflection, FCR, and efficiency.

This role involves serving as the primary technical advisor for enterprise clients, ensuring effective implementation of low-code platform solutions, providing proactive technical support, and facilitating knowledge transfer to enhance client self-sufficiency.