Technical Support Engineer investigating technical issues in healthcare staffing platform for remote - first company. Monitoring queues, troubleshooting incidents, and collaborating with teams to ensure platform reliability.
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
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