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Technical Support Analyst (Remote - Canada)

Kinetic
Ottawa, CAN
Full Time
Mid
Remote
Yesterday
SQLMicrosoft SQL ServerMicrosoft AzureApplication SupportTroubleshootingZendesk
Free

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About Kinetic

  • At Kinetic, we’re redefining operational excellence in higher education, conferencing, and events.
  • As the leading provider of software solutions for student accommodation, event management, catering, and residential services, we help institutions streamline operations, elevate customer experiences, and unlock their full potential.
  • With over 25 years of experience and trusted by more than 350 institutions worldwide, our software empowers universities and venues to run smarter, faster, and more collaboratively.
  • We’re a team of passionate problem solvers, innovators, and collaborators who care deeply about our customers and each other.

The Role

  • We are seeking a Technical Support Analyst to deliver high quality 2nd line application and technical support for our cloud based SaaS platforms.
  • This role focuses exclusively on technical and application support, combining strong problem solving skills, customer engagement, and deep technical investigation.

What You'll Be Doing

  • You will act as a trusted technical escalation point, owning customer issues end to end, working closely with 1st line support, development, and infrastructure teams to diagnose, resolve, and prevent complex issues.
  • This role does not include system integration design or delivery responsibilities.

Technical & Application Support

  • 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.

Case Ownership & Customer Experience

  • 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.
  • Ensure support outcomes go beyond resolution, delivering confidence and a positive customer experience.

Collaboration & Escalation

  • 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.
  • Participate in a support rota as required to support UK and North American customers.

Continuous Improvement

  • Document support investigations, resolutions, and known issues to build internal knowledge and improve future response times.
  • Share customer insights and recurring themes with internal teams to influence product and service improvements.
  • Contribute to refining support processes, tooling, and best practices.

What You'll Bring

  • Essential Experience: 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.

Nice to Have

  • Experience supporting higher education, housing, or events platforms.
  • Exposure to cloud based VM architectures and production support environments.
  • Familiarity with ITIL based support practices.

Why Kinetic & Benefits

  • This role offers a unique opportunity to shape the future of global support at a pivotal stage of growth.
  • We're backed by Constellation Software Inc., one of the largest software groups in the world.
  • 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
  • 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

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