Technical Support Analyst

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Kinetic

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1998

📚 Education

☁️ SaaS

🤝 B2B

Education • SaaS • B2B

Kinetic is a software company delivering enterprise-grade SaaS solutions that help higher education institutions, PBSA operators and event managers streamline student accommodation, purpose-built student housing (PBSA), conferencing, residential and catering operations. Their platform provides room allocation, bookings, pricing algorithms, EPOS and access-control integration, reporting and analytics, and automated workflows, and is used globally (20+ countries) to manage hundreds of thousands of bedrooms and millions of bed-nights annually. Kinetic emphasizes security (PCI compliance, encryption), integrations, automation and customer support, selling B2B to universities and accommodation providers.

📋 Description

• Provide 2nd line application and technical support for Kinetic’s enterprise software platforms servicing both Student Housing and Conference & Events • Investigate, diagnose, and resolve complex incidents related to data, configuration, performance, and platform behaviour • Use SQL and relational database expertise to analyse data issues, identify root causes, and support fixes • Troubleshoot issues across Microsoft SQL Server and Microsoft Azure environments, including performance and connectivity concerns • Support software upgrades, patching, cloning, and environment-related activities • Perform root cause analysis and contribute to long-term fixes and service improvements • Manage support cases end-to-end, acting as the primary technical owner until resolution • Communicate clearly and confidently with customers, keeping them informed throughout the lifecycle of an issue • Lead or participate in customer calls and meetings with a strong technical support focus • Work closely with 1st line support, engineering, infrastructure, and product teams to resolve complex issues • Escalate defects and risks appropriately, providing clear technical detail and evidence • Document support investigations, resolutions, and known issues to build internal knowledge and improve future response times

🎯 Requirements

• 3–5 years’ experience in a technical support, application support, or similar role within SaaS or enterprise software environments • Strong SQL and relational database skills, including writing queries and diagnosing data-related issues • Hands-on experience supporting Microsoft SQL Server and Microsoft Azure in production environments • Proven ability to troubleshoot and resolve complex technical issues methodically • Experience using ticketing and support tools such as Zendesk, Jira, or Salesforce • Excellent communication skills, with the ability to translate between technical and non-technical audiences • Strong customer focus with a calm, confident approach under pressure

🏖️ Benefits

• Fully remote – work from anywhere in the US • Flexible working hours – we focus on outcomes, not clock-watching • Competitive salary, negotiable based on experience • Annual performance bonus – share in the success you help create • Be authentically you – we value individuality and diverse perspectives • Comprehensive medical, dental, and vision coverage • 401(k) retirement plan • Disability insurance • Wellbeing program plus 2 company-wide wellbeing days • 1 paid community / volunteer day per year • 15 days paid time off, plus company holidays • Ongoing training and development to support your career growth