Technical Support
Application Performance Analyst, Month Term
Posted on 3/30/2023

1,001-5,000 employees

Agile supply chain planning software
Company Overview
Kinaxis' mission is to deliver cutting-edge software that supports the ever-changing needs of the people who manage supply chains. The company has created an industry proven platform that combines human intelligence with AI and concurrent planning to help companies plan for any future, monitor risks and opportunities and respond at the pace of change.
Ottawa, ON, Canada
Experience Level
Desired Skills
Customer Success & Support
  • Minimum 3 years of experience in a technical support role supporting external customers on a software solution, ideally in a SaaS environment
  • Experience in Enterprise Resource Planning (ERP) support, supply chain applications ideal
  • Knowledge of relevant case tracking applications (CRM)
  • Solid working knowledge of Windows environments, experience with web-based applications, and log analysis with a focus on discovering trends
  • 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
  • Successful candidate must be able to fulfill all security and confidentiality thresholds for this position (SOC2, CGRP etc
  • Investigate, research and resolve issues in a timely fashion while maintaining communication with customers on status, roadblocks and timelines
  • Respond to customers' queries by determining nature and likely causes of application performance issues, recommend corrective actions or guide customers through resolution
  • 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
  • Perform daily application administration functions for on-demand hosted customers and on premise remote-administration customers
  • 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