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
• 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
• Document support investigations, resolutions, and known issues to build internal knowledge and improve future response times

Technical Support Analyst

Administration

• Administration support of account growth
• Track opportunities for existing customers to take additional products and services.
• Prepare quotes and proposals for additional products requested by, or recommended to, existing customers, based on our list price and templates.
• Coordinate and schedule product demonstrations for existing customers, including producing agendas and follow-ups emails
• Follow up on customer interest and keep growth conversations moving.
• Liaise with internal colleagues to ascertain project delivery timelines, seek answers to product related questions, etc.
• Produce clear, accurate and professional proposals and pricing documents for contracts and new products and services from templates
• Liaise with commercial colleagues to request draft contracts, seek answers on contract terms, etc to drive contracts to execution smoothly
• Check the accuracy of contracts, quotes and orders before being issued, ensuring products, pricing and terms are correct based on previous quotations and proposals.
• Create and maintain professional, on-brand sales documentation, including presentations and slide decks for customer meetings and demonstrations from templated resources.
• Produce proposal documents, pricing summaries and supporting materials for renewals and account growth from templated documents.
• Tailor presentation content to suit each meeting and customer, ensuring information is accurate and up to date
• Keep templates and reusable sales materials current and consistent with brand guidelines.
• Help support the tender processes for existing customers, including monitoring relevant portals, registering interest and tracking deadlines.
• Coordinate and compile tender responses, using templated Q&As, gathering input from internal teams and ensuring submissions are accurate, and undertaken on a timely basis.
• Schedule customer meetings, demonstrations and calls, manage diaries (internal and through external customer liaison) and send invitations.
• Send timely, professional follow-up communications after customer meetings.
• Update and maintain CRM (SalesForce) data.
• Act as a reliable administrative point of contact for existing customers, handling queries and routing them appropriately.

Sales Administrator/Coordinator

DevOps Engineer

• Your primary focus will be on the reliability and uptime of our customer-facing platforms
• You will be embedded within our unified CloudOps team - a team that brings together platform engineering, SRE, and DevOps functions under one roof
• Your day-to-day will centre on building stability, responding to active incidents, implementing short-term fixes, and helping to defend the uptime of our customer systems
• You will also feed into a broader platform, and DevOps work through cross-training and collaborative engineering
• This role offers a real opportunity for someone who comes with experience but wants to keep growing - learning new skills, shaping improvements, and contributing to how we build and run things for the future

Senior Site Reliability Engineer

Product Operations

• Standardise Jira boards, backlog structure, and estimation methods across all product teams
• Establish a consistent refinement cadence and format
• Create a lightweight discovery framework and embed it across the team
• Design initiative kickoff templates so large projects start with clear scope, stakeholders, and success criteria
• Coordinate release cadence with engineering
• Prepare investment cases, health cards, and delivery metrics for the fortnightly Product Review Board
• Evaluate and manage the product team's tooling. Not just Jira, but analytics platforms, feedback collection tools, and roadmapping software. Make sure the team has the right tools and actually uses them consistently.
• Set up systems to capture product usage data, feature adoption, and customer satisfaction metrics so PMs have real evidence for prioritisation decisions, not just gut feel
• Build and maintain dashboards that track product health across all streams. Not just delivery velocity, but adoption, support ticket trends, and customer feedback patterns.
• Create a structured system for collecting, tagging, and routing customer feedback and feature requests so nothing falls through the cracks and PMs can see patterns across their portfolio
• Work with PMs to define what 'success' looks like for shipped features and track whether they actually delivered value after launch
• Help PMs set up lightweight experimentation practices: hypothesis tracking, feature flag coordination with engineering, and post-launch measurement. Not a full experimentation platform on day one, but the foundations.
• Filter and prioritise incoming demand before it reaches Product Owners. You are the shield. When commercial, support, customer services, and leadership all want something at the same time, you decide what gets through and what waits.
• Build a go-to-market playbook and coordinate launches across product lines
• Set up delivery metrics and reporting so there is real visibility into how every stream is performing.
• Build and maintain a structured peer coaching framework across the product team.

Technical Support Analyst

Sales Administrator/Coordinator

Senior Site Reliability Engineer

Product Operations Manager