Kinetic

Technical Support Analyst

Kinetic

full-time

Posted on:

Location Type: Remote

Location: California • United States

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Tech Stack

AzureMS SQL ServerSQL

About the role

  • 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.

Requirements

  • 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.
Benefits
  • - Be Authentically You – dress and express however you feel most confident
  • - Flexible Working – because life doesn’t always run on a schedule
  • - Top-notch Training & Development – your growth is our priority
  • - Annual Bonus – get rewarded when Kinetic wins
  • - US Benefits – including medical, dental, disability, 401k, PTO, 2 wellbeing days, one community day and more
Applicant Tracking System Keywords

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

Hard Skills & Tools
SQLrelational databaseMicrosoft SQL ServerMicrosoft Azuretroubleshootingroot cause analysisdata analysissoftware upgradespatchingenvironment management
Soft Skills
communicationcustomer focusproblem-solvingcalm under pressuretechnical supportcollaborationdocumentationcustomer experienceleadershipinfluencing