Technical Support Engineer troubleshooting APIs, connectors, and data integrations for Airbyte, an AI - agent data platform. Supporting customers and shaping product improvements remotely in Canada.
About the role
- Technical Support Analyst delivering high-quality technical support for cloud-based SaaS platforms at Kinetic. Focusing on problem-solving and customer interaction with a strong technical aspect.
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
- 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
- Document support investigations, resolutions, and known issues to build internal knowledge and improve future response times
Requirements
- 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
Benefits
- 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
- Be authentically you – we value individuality and diverse perspectives
- 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
- Ongoing training and development to support your career growth
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Senior Support Engineer troubleshooting AGFA healthcare IT solutions and cloud environments. Improving monitoring, preventing incidents, and supporting global customers through complex technical escalations.
Business Systems Technical Analyst supporting ERP, WMS, SQL, and integrations for a Canadian food company. Troubleshooting enterprise applications and delivering system improvements across operations.
Site Support Technician resolving hardware, software, and connectivity issues at Computershare, a global financial administration company. Supporting assets, workspaces, IT projects, and internal users.
Sr. Support Analyst providing first - level IT support and security triage for OPENLANE’s digital used - vehicle marketplace. Resolving employee hardware, software, access, and application issues.
Technical Support Engineer bridging Support and Engineering for Foundant’s nonprofit and philanthropic SaaS products. Investigating complex issues, managing escalations, and driving confirmed fixes.
Technical Support Engineer supporting CrashPlan’s cyber - ready data resilience platform. Diagnosing customer issues across operating systems, networks, databases, and deployment environments.
Support Engineer resolving CRM, integration, and data issues for dealer management software. Supporting equipment dealerships through SQL diagnostics, APIs, monitoring, and AI - assisted workflows.
Support Analyst resolving complex application, data, integration, and SQL issues for Cayenta’s utility and government software customers. Using AI - enabled tools, customer support expertise, and root - cause analysis.
Support Analyst troubleshooting Cayenta’s utility enterprise software and CIS issues. Investigating applications, data, integrations, and SQL problems for North American customers.