Technical Support Analyst

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver second-line application and technical support for Kinetic’s enterprise software systems catering to Student Housing and Conference & Events.

• Analyze, diagnose, and resolve intricate incidents related to data, configuration, performance, and platform behavior.

• Leverage SQL and relational database skills to investigate data issues, determine root causes, and assist with resolutions.

• Troubleshoot production environments of Microsoft SQL Server and Microsoft Azure, addressing performance and connectivity issues.

• Facilitate software upgrades, patching, cloning, and other environment-related tasks.

• Conduct root cause analyses and contribute to sustainable fixes and service enhancements.

• Manage support cases from start to finish as the primary technical owner until resolution is achieved.

• Engage with customers throughout the lifecycle of issues and lead or partake in technical support calls and meetings.

• Collaborate with first-line support, engineering, infrastructure, and product teams.

• Escalate defects and risks with detailed technical descriptions and evidence.

• Participate in a support rotation for customers in the UK and North America.

• Document investigations, solutions, and known issues.

• Share customer feedback and recurring patterns to influence product and service enhancements.

• Contribute to support processes, tools, and best practices.

⛳️ Requirements

• 3–5 years of experience in technical support, application support, or a comparable role within SaaS or enterprise software settings.

• Strong SQL and relational database capabilities, including query writing and diagnosing data-related challenges.

• Practical experience in supporting Microsoft SQL Server and Microsoft Azure in production settings.

• Proven track record of methodically troubleshooting and resolving complex technical issues.

• Familiarity with ticketing and support tools such as Zendesk, Jira, or Salesforce.

• Excellent communication skills for bridging the gap between technical and non-technical audiences.

• Strong customer-centric approach with a calm and confident demeanor under pressure.

• Experience in supporting platforms related to higher education, housing, or events is a plus.

• Exposure to cloud-based virtual machine architectures and production support environments is advantageous.

• Knowledge of ITIL-based support practices is a plus.

🏝️ Benefits

• Flexible working hours – we prioritize outcomes over strict schedules.

• Competitive salary, negotiable based on experience.

• Annual performance bonus – partake in the success you help foster.

• Comprehensive medical, dental, and vision insurance.

• 401(k) retirement savings plan.

• Disability coverage.

• Wellbeing program along with two company-wide wellbeing days.

• One paid community or volunteer day annually.

• 15 days of paid time off in addition to company holidays.

• Continuous training and development to advance your career.

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