Technical Support Analyst - Remote, Canada (Pacific Time)

About Kinetic

At Kinetic, we’re redefining operational excellence in higher education, conferencing, and events. As the leading provider of software solutions for student accommodation, event management, catering, and residential services, we help institutions streamline operations, elevate customer experiences, and unlock their full potential.

With over 25 years of experience and trusted by more than 350 institutions worldwide, our software empowers universities and venues to run smarter, faster, and more collaboratively. From bustling campuses to dynamic corporate environments, our technology adapts to the rhythm of each organisation - helping them thrive in a fast-changing world.

But we’re more than just software. We’re a team of passionate problem-solvers, innovators, and collaborators who care deeply about our customers and each other. Our culture is built on empowerment, community, and continuous growth. We believe in giving people the tools, support, and freedom to do their best work - and have fun while doing it.

Joining Kinetic means being part of a purpose-driven business where your ideas matter, your development is supported, and your impact is real. If you’re ready to help shape the future of operational technology in education and events, we’d love to meet you.

The Role

We are seeking a Technical Support Analyst to deliver high-quality 2nd line application and technical support for our cloud-based SaaS platforms. This role focuses exclusively on technical and application support, combining strong problem-solving skills, customer engagement, and deep technical investigation.

What You'll Be Doing

You will act as a trusted technical escalation point, owning customer issues end-to-end, working closely with 1st line support, development, and infrastructure teams to diagnose, resolve, and prevent complex issues. This role does not include system integration design or delivery responsibilities.

Technical & Application Support

• 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.

Case Ownership & Customer Experience

• 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.

Collaboration & Escalation

• 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.

Continuous Improvement

• 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.

What You'll Bring

Essential Experience

• 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.

Nice to Have

• Experience supporting higher education, housing, or events platforms.

• Exposure to cloud-based VM architectures and production support environments.

• Familiarity with ITIL-based support practices.

Why Kinetic

You’ll be joining a growing North American support team at an exciting stage. Our customer base across US and Canadian universities is expanding fast, and you’ll be one of the people they rely on most. That means real ownership from day one, close working relationships with customers and colleagues across North America and the UK, and the chance to help shape how support works as the team grows.

We’re backed by Constellation Software Inc., one of the largest software groups in the world, which gives you access to shared knowledge, development opportunities, and long-term career pathways. If you enjoy solving technical problems and building trusted relationships with the people you support, this is a role where your work will be seen and valued.

Benefits & Perks

Why You’ll Love Working at Kinetic

• Salary of $60,000 to $80,000 CAD, depending on experience, plus an annual performance bonus

• Fully remote within Canada

• Flexible working hours: we focus on outcomes, not clock-watching

• Health and dental benefits

• 15 days paid vacation, plus statutory holidays

• 2 company-wide wellbeing days and 1 paid volunteer day per year

• Ongoing training and development to support your career growth

• Be authentically you: we value individuality and diverse perspectives