Technical Support Analyst – EMEA Shift

Kinaxis

Technical Support Analyst resolving customer technical challenges for Kinaxis supply chain solutions. Providing responsive support in a high volume environment with a focus on customer satisfaction.

Posted 6/30/2026full-timeChennai • 🇮🇳 IndiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technical support for software solutions, particularly in SaaS environments, with strong problem-solving abilities and effective communication skills to manage customer expectations and resolve issues efficiently.

Highest-signal resume keywords

Technical Support ExperienceSaaS Environment KnowledgeERP Support ExperienceWindows Environment ProficiencyResearch Skills

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Technical SupportCase Tracking ApplicationsWindows EnvironmentsWeb-Based ApplicationsRelational DatabasesQuery WritingApplication AdministrationIssue ResolutionKnowledge Base Article CreationRoot Cause Analysis

Soft Skills

CommunicationProblem-SolvingCustomer ServiceCollaborationTime Management

Certifications & Qualifications

SOC2CGRP

Industry Keywords

Enterprise Resource PlanningSupply Chain ApplicationsManufacturingProduction PlanningInventory ManagementDemand Management

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Investigate, research and resolve issues in a timely fashion while maintaining communication with customers on status, roadblocks and timelines.
Respond to customers’ queries by determining nature and likely causes of issues, recommend corrective actions or guide customers through resolution.
Follow up with customers ensuring recommendations and steps taken continue to fit customer expectations, recommend further action where necessary.
Assume role of Triage, as scheduled, to review newly acquired cases ensuring all key documentation / information is included, assigning cases to appropriate agents based on team matrix and updating case statuses as required.
Determine potential root causes for reported customer issues, going beyond the presented issue to identify true issues, challenges and recommend appropriate solutions to mitigate future impacts
Respond to monitoring alerts from customer environments
Perform daily application administration functions for on-demand hosted customers and on premise remote-administration customers
Handle all assigned cases within specified SLA response times
Create knowledge base articles related to a particular affinity
Liaise and coordinate with other departments to respond to and resolve urgent, critical and/or complex issues and inquiries
Participate in on-call duty rotation and after-hours environment maintenance

Requirements

What you’ll need

Minimum 3 years of experience in a technical support role supporting external customers on a software solution, ideally in a SaaS environment
Experience in Enterprise Resource Planning (ERP) support, supply chain applications ideal
Knowledge of relevant case tracking applications
Solid working knowledge of Windows environments, ERP business software, and experience with web-based applications
Strong research skills
Working knowledge of relational databases and query writing considered an asset
Experience in manufacturing, production planning, inventory management or demand management in a support or planning role a strong asset
Successful candidate must be able to fulfill all security and confidentiality thresholds for this position (SOC2, CGRP etc.)

Benefits

Comp & perks

Flexible vacation and Kinaxis Days (company-wide days off)
Flexible work options
Physical and mental well-being programs
Regularly scheduled virtual fitness classes
Mentorship programs, training, and career development
Recognition programs and referral rewards
Hackathons