Technical Support Analyst

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

📋 Description

• Deliver second-line application and technical assistance for Kinetic’s enterprise software platforms 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 problems, determine root causes, and facilitate solutions.

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

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

• Conduct root cause analysis and contribute to sustainable solutions and service enhancements.

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

• Maintain communication with customers throughout the issue lifecycle and engage in customer calls and meetings.

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

• Escalate defects and risks with detailed technical information and supporting evidence.

• Document investigations, resolutions, and known issues to enrich internal knowledge.

• Provide customer insights and recurring trends to influence product and service enhancements.

• Assist in improving support processes, tools, and best practices.

⛳️ Requirements

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

• Proficient SQL and relational database capabilities, including the ability to write queries and troubleshoot data-related problems.

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

• Demonstrated capacity to methodically troubleshoot and resolve complex technical challenges.

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

• Exceptional communication abilities, capable of bridging the gap between technical and non-technical audiences.

• Strong customer orientation with a composed, confident demeanor when under pressure.

• Experience in supporting higher education, housing, or events-related platforms.

• Knowledge of cloud-based VM architectures and production support environments.

• Understanding of ITIL-based support methodologies.

• Willingness to participate in a support rotation for UK and North American customers.

🏝️ Benefits

• Annual performance bonus.

• Fully remote position within Canada.

• Flexible working hours.

• Health and dental coverage.

• 15 days of paid vacation, in addition to statutory holidays.

• 2 company-wide wellbeing days each year.

• 1 paid volunteer day annually.

• Continuous training and development opportunities.

• Access to shared knowledge, development pathways, and long-term career growth through Constellation Software Inc.