Are you someone who takes pride in doing dependable, high-quality work and ensuring things run smoothly behind the scenes? At Foundation Source, we’re looking for a Product Support Specialist who values structure, precision, and teamwork. In this role, you’ll support both internal and external clients across our proprietary SaaS platforms—troubleshooting technical issues, maintaining system integrity, and partnering with Product and Engineering teams to deliver a seamless user experience. If you’re detail-oriented, curious, and motivated by helping others succeed through reliable, thoughtful support, we’d love to have you on our team.

Key Responsibilities

End-User Support (80%)

• Deliver reliable, high-quality technical support for Foundation Source’s proprietary applications, ensuring users receive consistent, professional assistance.
• Methodically investigate and resolve application and integration issues with precision, attention to detail, and a focus on long-term solutions.
• Accurately log, track, and communicate software bugs and enhancement requests, maintaining clear and timely updates between clients and internal teams.
• Provide thorough first-line technical support—analyzing logs, API responses, and data flows to identify root causes, document findings, and escalate effectively when needed.
• Maintain a strong commitment to accuracy, data security, and an exceptional client experience in every interaction.

Internal Collaboration & Process Improvement (15%)

• Partner closely with Product, Engineering, and QA teams to methodically identify, analyze, and resolve complex technical challenges.
• Share clear, actionable insights from support cases to strengthen product stability, usability, and overall client satisfaction.
• Help enhance and maintain support processes, documentation, and best practices—building consistency, efficiency, and long-term reliability.
• Serve as the Voice of the Customer (VOC) by representing client needs and perspectives in product and process discussions.

Additional Responsibilities (5%)

• Provide dependable support for special projects and new product initiatives as needed, ensuring quality and consistency throughout.
• Stay informed on evolving SaaS support tools, trends, and technologies to continually strengthen team capabilities.
• Recommend and assist in implementing thoughtful improvements to support workflows, tools, and client-facing resources for greater efficiency and reliability.

• Bachelor’s degree or equivalent practical experience.
• 5+ years of experience in technical product or application support, with at least 3+ years working in a SaaS or enterprise software environment.
• Proven ability to methodically investigate, reproduce, and document complex software issues across multiple systems or integrated products.
• Working knowledge of basic API functionality and tools such as Postman, browser DevTools, or cURL.
• Ability to interpret and analyze system logs, API responses, and SQL queries to triage and resolve issues efficiently.
• Foundational understanding of web application architecture, including front-end, back-end, and database components.
• Familiarity with authentication protocols such as SSO, OAuth, and SAML.
• Experience using ticketing and monitoring tools like Zendesk, Jira, Salesforce, Datadog, or comparable platforms.
• Strong written and verbal communication skills, with the ability to clearly explain technical information to non-technical audiences.
• Analytical, detail-oriented, and accountable—with a structured, troubleshooting mindset and commitment to quality outcomes.

Preferred Qualifications

• Educational or professional background in Computer Science, IT/Application Support, Quality Assurance, Mathematics, or Philosophy—fields that demonstrate analytical thinking and a methodical approach to problem-solving.
• Experience supporting B2B2C SaaS platforms or multi-tenant software environments.
• Understanding of software release cycles and change management processes.
• Exposure to philanthropy, financial services, or tax-related industries.

Job Requirements for Remote Work Environment:

Dedicated Workspace: Must have a home office or workspace that is free of distractions and interruptions to ensure productivity and focus during work hours.

Reliable Internet Connection: High-speed internet is required to support video conferencing, file sharing, and other work-related technology needs.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

An Equal Opportunity Employer:

We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.