Remote 2nd-Line SaaS Support Engineer

Remote Jobs; United States; Remote; USD 80,000 - 105,000; Full time

Benefits offered by this job

Fully remote

Flexible hours

Competitive salary

Annual bonus

Wellbeing program

Job summary

Kinetic is seeking a Technical Support Analyst to deliver high-quality 2nd line application and technical support for our cloud-based SaaS platforms. This role focuses on technical and application support, combining strong problem-solving skills, customer engagement, and deep technical investigation.

You will own cases end-to-end, work closely with 1st line support, development, and infrastructure teams to diagnose, resolve, and prevent complex issues.

Qualifications

• 3-5 years in 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.
• Excellent communication skills, with the ability to translate between technical and non-technical audiences.

Responsibilities

• Act as a trusted technical escalation point, owning customer issues end-to-end.
• Collaborate with 1st line support, engineering, infrastructure and product teams to resolve complex issues.
• Diagnose, resolve, and prevent complex incidents related to data, configuration, performance, and platform behaviour.
• Support software upgrades, patching, cloning, and environment-related activities.

Skills

SQL

Customer focus

Communication

Troubleshooting

Tools

Zendesk

Jira

Salesforce

Job description

Kinetic is seeking a Technical Support Analyst to deliver high-quality 2nd line application and technical support for our cloud-based SaaS platforms. This role focuses on technical and application support, combining strong problem-solving skills, customer engagement, and deep technical investigation.

You will own cases end-to-end, work closely with 1st line support, development, and infrastructure teams to diagnose, resolve, and prevent complex issues.