About the role

Technical Support Analyst resolving complex SQL, Azure, and application issues for Kinetic’s higher-education and events SaaS platforms. Managing customer cases remotely across Canada.

Responsibilities

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 analyse data issues, identify root causes, and support fixes
Troubleshoot 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 as the primary technical owner until resolution
Communicate with customers throughout the lifecycle of issues and participate in customer calls and meetings
Collaborate with 1st line support, engineering, infrastructure, and product teams
Escalate defects and risks with clear technical detail and evidence
Document investigations, resolutions, and known issues to build internal knowledge
Share customer insights and recurring themes to influence product and service improvements
Contribute to refining support processes, tooling, and best practices

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
Experience supporting higher education, housing, or events platforms
Exposure to cloud-based VM architectures and production support environments
Familiarity with ITIL-based support practices
Ability to participate in a support rota supporting UK and North American customers

Annual performance bonus
Fully remote within Canada
Flexible working hours
Health and dental benefits
15 days paid vacation, plus statutory holidays
2 company-wide wellbeing days per year
1 paid volunteer day per year
Ongoing training and development
Shared knowledge, development opportunities, and long-term career pathways through Constellation Software Inc.