Kinetic

Support Engineer

• 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.
• Ensure support outcomes go beyond resolution, delivering confidence and a positive customer experience.
• 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.
• 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.

Technical Support Analyst

Artificial Intelligence

• Join Kinetic's KxWelcome development team and help lead our AI-first approach to software engineering.
• Work closely with the technical lead, your role will be to develop features across our .NET backend and Angular frontend while pioneering how we use AI tools in our daily workflow.
• Use AI coding assistants as your primary partner for writing, reviewing, and understanding code.
• Investigate emerging AI tools and techniques, evaluate their potential, and work with the technical lead to apply these approaches across the team and wider business.
• Collaborate closely with product managers, engineers, and QA teams, participating in code reviews and knowledge sharing as we continue modernising our platform.

Technical Support Analyst

Innovation Acceleration Graduate Engineer, AI