Technical Support Analyst – NAM Shift

Kinaxis

Technical Support Analyst resolving global customer issues for Kinaxis supply-chain management software. Supporting North American customers from the Chennai GCC on a hybrid night-shift schedule.

Posted 8/21/2026full-timeChennai • 🇮🇳 IndiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support for software solutions, particularly in a SaaS environment, with a strong focus on customer communication and issue resolution. Proficient in case management, application administration, and collaboration across departments to address complex customer inquiries.

Highest-signal resume keywords

Technical Support ExperienceKinaxis Maestro SupportEnterprise Resource Planning (ERP) SupportWindows Environments KnowledgeResearch Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportCase ManagementApplication AdministrationRelational DatabasesQuery WritingSaaS SolutionsSupply Chain ApplicationsKnowledge Base CreationMonitoring Alerts ResponseIssue Resolution

Soft Skills

Customer CommunicationProblem SolvingCollaborationFollow-UpResearch Skills

Tools & Technologies

Kinaxis RapidResponseCase Tracking ApplicationsWeb-Based ApplicationsWindows Environments

Certifications & Qualifications

Kinaxis RapidResponse Certification

Industry Keywords

ManufacturingProduction PlanningInventory ManagementDemand ManagementSOC2CGRP

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 the scheduled Triage role to review newly acquired cases, ensure key documentation and information is included, assign cases to appropriate agents based on the team matrix, and update case statuses
Determine potential root causes for reported customer issues and recommend solutions to mitigate future impacts
Respond to monitoring alerts from customer environments
Perform daily application administration for on-demand hosted customers and on-premise remote-administration customers
Handle assigned cases within specified SLA response times
Create knowledge base articles related to a particular affinity
Liaise and coordinate with other departments to resolve urgent, critical, and 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
At least 1 year of experience supporting Kinaxis Maestro, with relevant Kinaxis RapidResponse / Maestro certifications
Experience in Enterprise Resource Planning (ERP) support, with a focus on supply chain applications, is 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 is considered an asset
Experience in manufacturing, production planning, inventory management, or demand management in a support or planning role is 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 day off on the last Friday of every month)
Flexible work options
Physical and mental well-being programs
Regularly scheduled virtual fitness classes
Mentorship programs and training and career development
Recognition programs and referral rewards
Hackathons