Technical Support Analyst

Elevate your career journey by embracing a new challenge with Kinaxis. We are experts in tech, but it's really our people who give us passion to always seek ways to do things better. As such, we're serious about your career growth and professional development, because People matter at Kinaxis.    

In 1984, we started out as a team of three engineers. Today, we have grown to become a global organization with over 2000 employees around the world, with a brand-new HQ based in Kanata North in Ottawa. As one of Canada's Top Employers, we are proud to work with our customers and employees towards solving some of the biggest challenges facing supply chains today.   

At Kinaxis, we power the world's supply chains to help preserve the planet's resources and enrich the human experience. As a global leader in end-to-end supply chain management, we enable supply chain excellence for all industries, with more than 40,000 users in over 100 countries. We are expanding our team as we continue to innovate and revolutionize how we support our customers. 

This is a remote/hybrid position. You can work from home and be located anywhere in Canada. If you are located in Toronto or Ottawa you will need to work a hybrid schedule and be in the office 3 days per week. Anywhere else in Canada will be remote.

Our team delivers best-in-class technical support, focusing on resolving critical Kinaxis Maestro product issues by analyzing planning results and algorithm outputs, and clearly explaining the results they produce. Customer satisfaction is our top priority. We ensure Kinaxis Maestro operates smoothly so our customers can rely on it to meet their planning needs.

As a Technical Support Analyst, you'll provide responsive technical assistance, troubleshoot issues, and help identify root causes. You're someone who embraces technical challenges and finds fulfillment in problem-solving.

• Respond to customer inquiries related to Kinaxis MaestroTM, diagnose issues, recommend corrective actions, and guide customers to resolution.
• Analyze planning results and algorithm outputs using internal tools to understand runtime and result variations.
• Monitor hardware and software components of our on-demand service, resolving issues promptly and keeping customers informed.
• Ensure all commitments within Service Level Agreements and Support Agreements are met.
• Follow up with customers to confirm resolution and recommend actions to prevent recurrence.
• Collaborate with other departments to resolve urgent or complex customer issues.
• Create and document knowledge base articles that capture issues and their resolutions for future reuse.
• Perform application administration tasks for customers.

• A passion for customer-facing work, with strong communication, interpersonal, facilitation, and presentation skills.
• 1–3 years of experience in technical support for external customers, ideally within a SaaS environment.
• 2–3 years of experience with ERP or supply chain applications - (Buyer/Planner, Demand Planner, Supply Planner, S&OP coordinator) 
• A post-secondary diploma or degree in a related field.
• Experience with CRM/case tracking systems.
• Solid understanding of Windows Server environments and ERP business software.
• Experience in manufacturing, production planning, inventory management, or demand management (considered an asset).
• Experience in monitoring and troubleshooting transactional data flows (considered an asset).
• Kinaxis MaestroTM certification (Contributor, Author, or Admin) (considered an asset).
• APICS CPIM or CSCP certification (considered an asset).

#Associate #LI-KH1

Work With Impact: Our platform directly helps companies power the world's supply chains. We see the results of what we do out in the world every day—when we see store shelves stocked, when medications are available for our loved ones, and so much more. 

Work with Fortune 500 Brands: Companies across industries trust us to help them take control of their integrated business planning and digital supply chain. Some of our customers include Lockheed Martin, Yamaha, P&G, Honda, and more. 

Social Responsibility at Kinaxis: Our Diversity, Equity, and Inclusion Committee weighs in on hiring practices, talent assessment training materials, and mandatory training on unconscious bias and inclusion fundamentals. Sustainability is key to what we do and we're committed to net-zero operations strategy for the long term. We are involved in our communities and support causes where we can make the most impact.

People matter at Kinaxis and these are some of the perks and benefits we created for our team:

• Flexible vacation and Kinaxis Days (company-wide day off on the last Friday of every month)
• Flexible work options
• Physical and mental well-being programs
• Regularly scheduled virtual fitness classes
• Mentorship programs and training and career development
• Recognition programs and referral rewards
• Hackathons

Kinaxis welcomes candidates to apply to our inclusive community. We provide accommodations upon request to ensure fairness and accessibility throughout our recruitment process for all candidates, including those with specific needs or disabilities. If you require an accommodation, please reach out to us at Please note that this contact information is strictly for accessibility requests and cannot be used to inquire about application statuses.

Kinaxis is committed to ensuring a fair and transparent recruitment process. We use artificial intelligence (AI) tools in the initial step of the recruitment process to compare submitted resumes against the job description, to identify candidates whose education, experience and skills most closely match the requirements of the role. After the initial screening, all subsequent decisions regarding your application, including final selection, are made by our human recruitment team. AI does not make any final hiring decisions.