Technical Support Analyst

Kinetic was founded in 1998 with one aim: to develop the most innovative software to help university accommodation and conferencing teams deliver the best student and customer experiences possible. Fast forward 25 years, and we are now the technology partner of choice to the worlds'​ leading universities, colleges and accommodation providers. We are ranked #1 on the APUC framework for student accommodation management, conferencing and events management, and multifunctional management systems. Our big hairy audacious goal (BHAG) is to achieve £50m net revenue by 2032 and for every person in a university to experience a Kinetic product. We supply mission-critical software for over 350 customers worldwide, and we are trusted partners to over 80% of universities in the UK! Since 2015, Kinetic has been part of the Volaris Group. Volaris help strengthen and grow vertical market software companies so, like Kinetic, they become leaders in their industry. Key Responsibilities The RoleWe are seeking a Technical Support Analyst to deliver high-quality 2nd line application and technical support for our cloud-based SaaS platforms. This role focuses exclusively on technical and application support, combining strong problem-solving skills, customer engagement, and deep technical investigation. You will act as a trusted technical escalation point, owning customer issues end-to-end, working closely with 1st line support, development, and infrastructure teams to diagnose, resolve, and prevent complex issues. This role does not include system integration design or delivery responsibilities. Technical & Application Support • 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. Case Ownership & Customer Experience • 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. Collaboration & Escalation • 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. Continuous Improvement • 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. Skills, Knowledge and Expertise Essential • 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. Desirable • Experience supporting higher education, housing, or events platforms. • Exposure to cloud-based VM architectures and production support environments. • Familiarity with ITIL-based support practices. 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 Why Kinetic? We're backed by Constellation Software Inc., one of the largest software groups in the world, offering you access to incredible growth opportunities, shared knowledge, and career pathways. At Kinetic, leadership, community, and student success aren’t just buzzwords—they’re what drive us. This isn’t your average support role—it’s your chance to help launch and shape a rapidly growing operation in a new territory, with lots of room to grow, lead, and make your mark Apply tot his job