Senior Support Engineer

Job Summary

The Senior Support Engineer - Kinaxis provides Level 3 ownership for Kinaxis RapidResponse and end-to-end supply chain planning processes. The role is responsible for supporting business-critical planning operations, resolving complex technical and functional issues, driving root cause analysis, and ensuring continuous availability and performance of the Kinaxis platform.

The individual acts as the senior escalation point for planning-related incidents and works closely with planners, business stakeholders, SAP ERP teams, integration teams, and Kinaxis product support to maintain planning continuity and operational stability.

Key Responsibilities

The Senior Support Engineer - Kinaxis provides Level 3 ownership for Kinaxis RapidResponse and end-to-end supply chain planning processes. The role is responsible for supporting business-critical planning operations, resolving complex technical and functional issues, driving root cause analysis, and ensuring continuous availability and performance of the Kinaxis platform.

The individual acts as the senior escalation point for planning-related incidents and works closely with planners, business stakeholders, SAP ERP teams, integration teams, and Kinaxis product support to maintain planning continuity and operational stability.

Skill Requirements

Key Responsibilities

• Provide advanced L3 support for Kinaxis RapidResponse planning solutions.
• Investigate and resolve complex issues related to:
  • Demand Planning
  • Supply Planning
  • Inventory Planning
  • Capacity Planning
  • S&OP processes
• Analyze and troubleshoot workbook, scenario, planning calculation, and planning engine issues.
• Support Kinaxis integrations with SAP, JDE, ERP, Data Warehouse, and external applications.
• Diagnose data synchronization, interface, mapping, and batch-processing failures.
• Perform root cause analysis for recurring incidents and implement permanent corrective actions.
• Support production releases, configuration changes, testing, and deployment validation.
• Monitor planning cycles and proactively identify risks that may impact planning execution.
• Coordinate with infrastructure, middleware, data engineering, and business teams for issue resolution.
• Create and maintain knowledge articles, operational runbooks, support procedures, and known-error databases.
• Participate in problem management and continuous service improvement initiatives.
• Support business-critical planning events and planning cycle readiness activities.

Other Requirements

Technical Skills Required

Kinaxis Expertise

• Kinaxis RapidResponse Administration
• Kinaxis Configuration
• Supply Planning
• Demand Planning
• Inventory Planning
• S&OP Process Support
• Scenario Management
• Workbook Design and Troubleshooting

Integration & Data Management

• Kinaxis-SAP Integration
• ERP Integration Concepts
• Data Mapping & Transformation
• Master Data Management
• Batch Job Monitoring
• Interface Troubleshooting
• Data Reconciliation

Technical Competencies

• SQL and data analysis
• Root Cause Analysis
• Incident & Problem Management
• Monitoring and Alerting Tools
• Release & Change Management
• Log Analysis and Diagnostics

Supply Chain Domain Knowledge

• Forecasting
• Demand Management
• Supply Planning
• Inventory Optimization
• Production Planning
• Procurement Planning
• Distribution Planning
• End-to-End Supply Chain Processes

Required Capabilities

• Strong Kinaxis RapidResponse support and configuration expertise.
• Knowledge of supply chain planning principles and business processes.
• Experience troubleshooting planning data, calculations, integrations, and scheduled jobs.
• Ability to work directly with planners and business stakeholders.
• Strong analytical and problem-solving skills.
• Ability to manage critical production incidents under pressure.
• Excellent stakeholder communication and documentation skills.

Experience & Qualifications

• Bachelor's degree in Engineering, Information Technology, Supply Chain, or related field.
• Typically 7+ years of experience in application support or supply chain planning platforms.
• Minimum 4+ years of Kinaxis RapidResponse experience.
• Experience supporting global planning operations in manufacturing, FMCG, retail, pharmaceuticals, or consumer goods industries.
• Exposure to SAP ECC/S4HANA integration and enterprise planning landscapes.
• Kinaxis RapidResponse certification preferred.
• ITIL Foundation certification preferred.