Technical Support Analyst

🕒 August 4

🇨🇦 Canada – Remote

💵 C$70k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Kinetic

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1998

💼 Consulting

🏨 Hospitality

📦 Logistics

Consulting • Hospitality • Logistics

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 serving Student Housing and Conference & Events • Investigate, diagnose, and resolve complex incidents involving data, configuration, performance, and platform behaviour • Use SQL and relational database expertise to analyze data issues, identify root causes, and support fixes • Troubleshoot Microsoft SQL Server and Microsoft Azure production 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 as the primary technical owner until resolution • Communicate with customers throughout issue lifecycles and lead or participate in technical support calls and meetings • Collaborate with 1st line support, engineering, infrastructure, and product teams • Escalate defects and risks with clear technical detail and evidence • Participate in a support rota for UK and North American customers • Document investigations, resolutions, and known issues • Share customer insights and recurring themes to influence product and service improvements • Contribute to support processes, tooling, and best practices

🎯 Requirements

• 3–5 years’ experience in technical support, application support, or a 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 with ticketing and support tools such as Zendesk, Jira, or Salesforce • Excellent communication skills for translating between technical and non-technical audiences • Strong customer focus with a calm, confident approach under pressure • Experience supporting higher education, housing, or events platforms is nice to have • Exposure to cloud-based VM architectures and production support environments is nice to have • Familiarity with ITIL-based support practices is nice to have

🏖️ Benefits

• 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 • 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 • Access to growth opportunities, shared knowledge, and career pathways through Constellation Software Inc.