Kinetic North America · 1 week ago
Technical Support Analyst
California, United States
Full-time
Onsite
Mid Level
3+ years expKinetic North America is a leading technology partner for universities, focusing on innovative software solutions for accommodation and conferencing. The Technical Support Analyst role involves providing high-quality 2nd line technical support for cloud-based SaaS platforms, managing customer issues, and collaborating with various teams to ensure effective resolution.
Computer Software
Responsibilities
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
Ensure support outcomes go beyond resolution, delivering confidence and a positive customer experience
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
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
Qualification
Required
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
Preferred
Experience supporting higher education, housing, or events platforms
Exposure to cloud-based VM architectures and production support environments
Familiarity with ITIL-based support practices
Benefits
Be Authentically You – dress and express however you feel most confident
Flexible Working – because life doesn’t always run on a schedule
Top-notch Training & Development – your growth is our priority
Annual Bonus – get rewarded when Kinetic wins
US Benefits – including medical, dental, disability, 401k, PTO, 2 wellbeing days, one community day and more
Company
Kinetic North America
Kinetic Software is a 27-year-old specialist provider of enterprise solutions built exclusively for higher education.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase