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.
• 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

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
• 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.