Technical Support Analyst

Kinetic

Technical Support Analyst delivering high-quality technical support for cloud-based SaaS platforms at Kinetic. Focusing on problem-solving and customer interaction with a strong technical aspect.

Posted 7/16/2026full-timeRemote • 🇨🇦 CanadaMid-LevelSenior💰 CA$70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in providing technical support for enterprise software platforms, with strong skills in SQL and relational databases. Capable of troubleshooting complex issues in Microsoft SQL Server and Microsoft Azure environments while maintaining excellent communication with customers.

Highest-signal resume keywords

SQL ExpertiseMicrosoft SQL Server SupportMicrosoft Azure SupportTechnical Support ExperienceCustomer Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLRelational Database SkillsTroubleshootingRoot Cause AnalysisData Analysis

Soft Skills

Excellent CommunicationCustomer FocusCalm Under Pressure

Tools & Technologies

ZendeskJiraSalesforce

Industry Keywords

SaaSEnterprise SoftwareApplication SupportTechnical Support

Tech Stack

Tools & technologies

AzureMS SQL ServerSQL

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Comp & perks

Fully remote – work from anywhere in the US
Flexible working hours – we focus on outcomes, not clock-watching
Competitive salary, negotiable based on experience
Annual performance bonus – share in the success you help create
Be authentically you – we value individuality and diverse perspectives
Comprehensive medical, dental, and vision coverage
401(k) retirement plan
Disability insurance
Wellbeing program plus 2 company-wide wellbeing days
1 paid community / volunteer day per year
15 days paid time off, plus company holidays
Ongoing training and development to support your career growth