Second Line Technical Support Analyst

Role Overview

• 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.
• 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.
• 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.
• 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.

Requirements

• 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.
• Nice to Have: Experience supporting higher education, housing, or events platforms. Exposure to cloud-based VM architectures and production support environments. Familiarity with ITIL-based support practices.

Tech Stack

• Azure
• Cloud
• MS SQL Server
• SQL

Benefits

• 25 days holiday (plus bank holidays)
• with extra days the longer you’re with us
• Two paid wellbeing days each year, with a budget to enjoy some time out with someone important to you
• Enhanced pension contributions to support your future
• Two paid days a year to give back through volunteering, charity work, or sustainability projects with our Green Team
• Salary sacrifice schemes for electric vehicles and cycle-to-work
• 24/7 access to our Employee Assistance Programme for confidential advice and support
• A full annual health check to keep you at your best
• A flexible benefits platform
• from life assurance and learning opportunities to retail discounts and cinema tickets
• A genuine people-first culture where your growth and wellbeing come first
• Performance-related bonus scheme to reward your contribution
• Regular socials
• from team get-togethers to all-company celebrations, with each department owning a budget for their events
• The opportunity to attend group conferences, away days and learning forums both in the UK and abroad
• network with other talent
• We’ve created a welcoming office environment, with well-stocked kitchens offering free breakfast, fresh fruit, hot and cold drinks, and a range of tuck shop goodies to keep you fuelled throughout the day.