Technical Support

At Kinaxis, who we are is grounded in our common belief that people matter. Each one of us plays an important part in accomplishing our work, building our culture and making a global impact. Every day, we're empowered to work together to help our customers make fast, confident planning decisions. This is how we create a better planet - for each other, for our customers and for generations to come. Our cloud-based platform RapidResponse ensures that the products we need - everything from medicine and cars, to day-to-day items like toothpaste - make it to market and into our hands when we need them with mínimal ecological footprint. We make the world better, and you can too. **Technical Support **(Application Performance Analyst)**: **Job location**: our office in Ottawa, Canada. We work in a hybrid model, therefore you will be expected to be in our office 3-days per week. **About the team**: The Customer Support team focuses on the post-sales support to Kinaxis' customers, serving as their initial point of contact to resolve their technical challenges and gaps. The team strives for outstanding customer satisfaction through interactions, timeliness and quality of resolution for which each member of the team plays an integral part in achieving this success. The **Technical Support Analyst** will provide responsive technical support to our customers, on a global basis in a 24/7 environment, with a focus on resolving customer issues and ensuring their ongoing success with RapidResponse. This role will work as part of a broader team of Analysts in a high volume / impact environment pairing strong technical knowledge with a customer first mindset. **What you will do**: - Investigate, research and resolve issues in a timely fashion while maintaining communication with customers on status, roadblocks and timelines. - Follow up with customers ensuring recommendations and steps taken continue to fit customer expectations, recommend further action where necessary. - Assume role of Triage, as scheduled, to review newly acquired cases ensuring all key documentation / information is included, assigning cases to appropriate agents based on team matrix and updating case statuses as required. - Determine potential root causes for reported customer issues, going beyond the presented issue to identify true issues, challenges and recommend appropriate solutions to mitigate future impacts - Respond to monitoring alerts from customer environments - Handle all assigned cases within specified SLA response times - Create knowledge base articles related to a particular affinity - Liaise and coordinate with other departments to respond to and resolve urgent, critical and/or complex issues and inquires - Participate in on-call duty rotation and after-hours environment maintenance **What we are looking for**: - Minimum 3 years of experience in a technical support role supporting external customers on a software solution, ideally in a SaaS environment - Strong research and systems analysis skills - Working knowledge of relational databases and query writing considered an asset - Experience with generating and analyzing core dumps considered a strong asset - Experience with site response time or performance monitoring considered a strong asset **What we have to offer**: - **Challenging Work - **We love solving highly complex problems. And as the global leaders in our industry, we never stop innovating—our work is never "done. That's because across our teams and in all roles, every employee is empowered to bring their best ideas forward and to jump in and solve the problems they're passionate about. - **Great People - **We take our work seriously, but we don't take ourselves too seriously It's in our DNA to celebrate, laugh, and have fun. We are stronger, together, when we are open, honest, and above all, real. Every person is valued here and plays an important role in our shared success. - **Global Impact -** As a global team spanning continents, boundaries, and cultures, every day we are inspired by the impact our work has on our colleagues, our customers, our communities, and the world at large. - **Diversity, Equity and Inclusion** - Diversity, equity and inclusion are more than words to us. They are the guiding principles for building a culture where we celebrate each others' differences, continuously strive for equality and recognize that inclusion makes us stronger as individuals, a company and a global citizen.