Technical Support Analyst

Kinaxis Inc.; Chennai District; Hybrid; INR 700,000 - 1,100,000; Full time

Benefits offered by this job

Flexible vacation

Flexible work options

Well-being programs

Virtual fitness classes

Mentorship programs

Recognition programs

Hackathons

Job summary

Kinaxis in Chennai is seeking a Technical Support Analyst to provide responsive post‑sales support to customers globally, focusing on Kinaxis Maestro. You will troubleshoot issues, analyze root causes, and guide resolutions in a fast-paced, high-volume environment.

The role requires 3+ years in enterprise/SaaS tech support, knowledge of APS and planning concepts, and experience with ticketing systems and SQL. Willing to relocate to Chennai and work shifts to support EMEA/NA.

Qualifications

• 3+ years of technical support for enterprise or SaaS applications.
• Strong knowledge of APS, constraint-based planning, finite capacity planning.
• Experience with Kinaxis Maestro and related platforms.
• Experience with ticketing systems and basic SQL queries.

Responsibilities

• Troubleshoot and resolve customer issues related to Kinaxis Enterprise Scheduling and Supply Planning solutions.
• Analyze issues with customers to identify root causes and guide resolution.
• Apply domain knowledge in master scheduling, production scheduling, and supply planning.
• Investigate issues across application logic, data, integrations, and JavaScript-based components.
• Participate in case triage, prioritization, and on-call rotations.
• Respond to monitoring alerts and perform routine administration tasks.
• Collaborate with engineering and product teams on complex issues and document resolutions.
• Create and maintain knowledge base articles and support documentation.

Skills

JavaScript

Analytical thinking

Problem-solving

Ticketing systems

Database querying

Tools

Kinaxis Maestro

SQL

Jira

Job description

About Kinaxis

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 based in Ottawa, Canada. Today, we have grown to become a global organization with over 2000 employees around the world, and support 40,000+ users in over 100 countries. As a global leader in end-to-end supply chain management, we enable supply chain excellence for all industries. We are expanding our team in Chennai and around the world as we continue to innovate and revolutionize how we support our customers.

Our journey in India began in 2020 and we have been growing steadily since then! Building a high-trust and high-performance culture is important to us and we are proud to be Great Place to Work Certified. Our state-of-the-art office, located in the World Trade Centre in Chennai, offers our growing team space for expansion and collaboration.

Location

Chennai, India (NA Shifts)

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 Kinaxis Maestro (formerly known as 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

• Troubleshoot and resolve customer issues related to Kinaxis Enterprise Scheduling and Supply Planning solutions built on Advanced Planning and Scheduling (APS), constraint-based, and finite capacity planning concepts, within defined SLAs.
• Work directly with external customers to analyze issues, identify root causes, and guide resolution.
• Apply domain knowledge in master scheduling, production scheduling, and supply planning to diagnose functional and technical problems.
• Investigate issues across application logic, data, integrations, and JavaScript-based components.
• Participate in case triage, prioritization, and on-call rotations.
• Respond to monitoring alerts and perform routine application administration tasks.
• Collaborate with engineering and product teams on complex issues, including defect analysis and workaround validation.
• Create and maintain knowledge base articles and support documentation.

What we are looking for

• 3+ years of experience in technical support for enterprise or SaaS applications.
• Strong understanding of Advanced Planning and Scheduling (APS), constraint-based planning, finite capacity planning, master scheduling, production scheduling, and supply planning.
• Functional experience in supply, manufacturing, or production planning.
• Working knowledge of JavaScript.
• Experience with supply planning implementations, MPS, advanced planning, or post-go-live support is a strong plus.
• Experience with platforms such as Kinaxis, Blue Yonder, o9 Solutions, Siemens OpsCenter APS, Quintiq, SAP IBP, Oracle SCM Cloud, or similar is an advantage.
• Strong analytical and problem-solving skills.
• Familiarity with ticketing systems and basic database querying is a plus.
• Must be based/willing to relocate to Chennai and willing to work in shifts supporting EMEA and North America.
• Ability to meet required security and confidentiality standards

#Associate #Intermediate #LI-GP1

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 Ford, Unilever, Yamaha, P&G, Lockheed-Martin, 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 matterat 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

For more information, visit the Kinaxis web site atwww.kinaxis.comor the company’s blog athttp://blog.kinaxis.com.

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.