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- Tasks: Provide expert-level support for complex software issues and mentor junior team members.
- Company: Dynamic SaaS company focused on innovative solutions and customer satisfaction.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Engage in continuous improvement and contribute to the evolution of support processes.
- Why this job: Join a collaborative team and tackle challenging technical problems while making a real impact.
- Qualifications: 5+ years in 3rd line support or software engineering with strong SQL skills.
The predicted salary is between 45000 - 55000 £ per year.
You will be responsible for supporting and maintaining the company’s internal and external applications, all of which use a variety of different technologies and platforms. You will endeavour to help the company achieve and maintain the highest standards of customer service, thinking ‘outside of the box’ when solving problems in order to help resolve business critical issues. This role will be responsible for the final stages of diagnosis and resolution, acting as the final technical escalation point for issues raised through our service desk.
We are seeking a Third Line Support Engineer to serve as the highest-skilled technical escalation point within our support function, providing expert-level investigation and resolution for our SaaS platforms. This role sits at the intersection of application support, database engineering, and software development - bridging the gap between the support team and our core engineering function.
What You'll Be Doing
- You will act as the final internal escalation point for complex and high-impact issues, owning cases end-to-end and working closely with 2nd line support, development, QA, and infrastructure teams to diagnose, resolve, and prevent the most challenging incidents.
- You will also play a key role in mentoring 2nd line colleagues and contributing to the continuous improvement of our support function.
Technical & Application Support
- Provide 3rd line support for Kinetic's enterprise software solutions, owning the most complex and high-impact incidents through to resolution across both Student Housing and Conference & Events.
- Perform deep-dive root cause analysis across application code, database layers, and infrastructure - going beyond symptom resolution to identify and address underlying defects.
- Use advanced SQL and T-SQL skills to investigate data integrity issues, debug stored procedures, and support fixes directly in production and staging environments.
- Troubleshoot complex issues across Microsoft SQL Server and cloud (Microsoft Azure, AWS and GCP) environments, including performance tuning, query optimisation, and connectivity concerns.
- Review and contribute to application code (C#, .NET) where required to diagnose bugs or implement targeted fixes in collaboration with the development team.
- Triage, document, and escalate confirmed defects to the engineering team with clear technical evidence and reproducible steps.
- Support software upgrades, patching, environment cloning, and release-related activities.
- Perform root cause analysis and contribute to long-term fixes and service improvements.
Case Ownership & Customer Experience
- Act as the final internal escalation point for unresolved 2nd line cases, taking full ownership until a resolution or workaround is delivered.
- Communicate clearly and confidently with customers and internal stakeholders throughout the lifecycle of complex issues.
- Lead technical calls and working sessions with customers, translating deep technical findings into clear, confident updates.
- Ensure every escalated case results in a positive customer experience, not just a technical fix.
Collaboration & Escalation
- Work closely with 1st and 2nd line support, engineering, QA, infrastructure, and product teams to resolve the most complex platform issues.
- Provide development teams with well-documented, reproducible defect reports and contribute to sprint planning for bug fixes where appropriate.
- Participate in a support rota as required to cover UK and North American customers.
- Act as a technical mentor to 2nd line colleagues, helping to upskill the wider support team.
Continuous Improvement
- Document investigations, root cause findings, and resolutions to build internal knowledge and reduce future escalation rates.
- Identify recurring themes and systemic issues, sharing insights with product and engineering to drive long-term platform improvements.
- Contribute to the evolution of support tooling, processes, and best practices.
What You'll Bring
Essential Experience
- 5+ years' experience in a 3rd line, application support, or software engineering role within a SaaS or enterprise software environment.
- Expert-level SQL and T-SQL skills, including writing and debugging complex queries, stored procedures, and performance tuning.
- Strong hands-on experience with Microsoft SQL Server and Microsoft Azure in production environments.
- Exposure to .NET (C#) and the ability to read, debug, and contribute to application code.
- Proven ability to perform thorough root cause analysis on complex, multi-layered technical issues.
- Experience using support and ticketing tools such as Zendesk, Jira, or Salesforce.
- Excellent communication skills, with the ability to engage confidently with both technical and non-technical audiences.
- A calm, methodical, and determined approach to problem-solving under pressure.
Nice to Have
- Experience with PowerShell scripting and REST/JSON API integrations.
- Experience with working with Azure, AWS and/or GCP production environments.
- Familiarity with client-side web technologies (HTML, CSS, JavaScript).
- Exposure to XML and data transformation processes.
- Experience supporting higher education, housing, or events platforms.
- Familiarity with ITIL-based support practices and cloud VM architectures.
3rd Line Support Analyst in Milton Keynes employer: Kinetic Software
Contact Detail:
Kinetic Software Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 3rd Line Support Analyst in Milton Keynes
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for those interviews by practising common technical questions related to 3rd line support. We recommend setting up mock interviews with friends or using online platforms to get comfortable with the format and types of questions you might face.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Think of examples where you’ve tackled complex issues, especially in SaaS environments. We want to see how you think outside the box when it comes to resolving tricky situations.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace 3rd Line Support Analyst in Milton Keynes
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 3rd Line Support Analyst role. Highlight your experience with SQL, T-SQL, and any relevant SaaS or enterprise software environments. We want to see how your skills match what we're looking for!
Showcase Problem-Solving Skills: In your application, give examples of how you've tackled complex technical issues in the past. We love candidates who think outside the box, so don’t hold back on sharing those creative solutions you’ve come up with!
Communicate Clearly: Since this role involves a lot of communication with both technical and non-technical folks, make sure your application reflects your ability to explain complex concepts simply. We’re all about clear communication here at StudySmarter!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at Kinetic Software
✨Know Your Tech Inside Out
Make sure you brush up on your SQL and T-SQL skills before the interview. Be ready to discuss complex queries and how you've tackled performance tuning in past roles. They’ll want to see that you can dive deep into technical issues, so prepare some examples of your troubleshooting successes.
✨Showcase Your Problem-Solving Skills
Think of specific instances where you’ve solved complex problems, especially in a SaaS environment. Be prepared to explain your thought process and how you approached root cause analysis. This role is all about thinking outside the box, so highlight your creative solutions!
✨Communicate Clearly and Confidently
Since you'll be dealing with both technical and non-technical stakeholders, practice explaining complex concepts in simple terms. During the interview, demonstrate your ability to communicate effectively, as this will be crucial when leading technical calls or mentoring colleagues.
✨Prepare for Collaboration Questions
Expect questions about teamwork and collaboration, especially with 1st and 2nd line support teams. Think of examples where you’ve worked closely with others to resolve issues or improve processes. They’ll want to see that you can work well in a team and contribute to continuous improvement.