Technical Support Analyst - Remote

Overview

The Technical Support Analyst will provide high-quality 2nd line application and technical support for cloud-based SaaS platforms, focusing on problem-solving and customer engagement.

In Short

• Provide 2nd line application and technical support for Kinetic’s enterprise software platforms.
• Investigate and resolve complex incidents related to data and platform behavior.
• Use SQL expertise to analyze data issues and support fixes.
• Troubleshoot issues in Microsoft SQL Server and Azure environments.
• Manage support cases end-to-end, ensuring positive customer experiences.
• Collaborate with 1st line support and engineering teams to resolve issues.
• Document investigations and resolutions to improve future responses.
• Participate in a support rota for UK and North American customers.
• Provide insights to influence product and service improvements.
• Contribute to refining support processes and best practices.

Requirements

• 3–5 years of experience in technical or application support.
• Strong SQL and relational database skills.
• Experience with Microsoft SQL Server and Azure.
• Ability to troubleshoot complex technical issues.
• Familiarity with ticketing tools like Zendesk, Jira, or Salesforce.
• Excellent communication skills for technical and non-technical audiences.
• Strong customer focus and calm demeanor under pressure.

Benefits

• Flexible working arrangements.
• Top-notch training and development opportunities.
• Annual bonus based on company performance.
• Comprehensive US benefits package including medical and dental.
• Wellbeing and community days off.