Third Line Support Engineer in Milton Keynes

About Kinetic

At Kinetic we’re redefining operational excellence in higher education, conferencing, and events. As the leading provider of software solutions for student accommodation, event management, catering, and residential services, we help institutions streamline operations, elevate customer experiences, and unlock their full potential. With over 25 years of experience and trusted by more than 350 institutions worldwide, our software empowers universities and venues to run smarter, faster, and more collaboratively. From bustling campuses to dynamic corporate environments, our technology adapts to the rhythm of each organisation — helping them thrive in a fast-changing world. But we’re more than just software. We’re a team of passionate problem-solvers, innovators, and collaborators who care deeply about our customers and each other. Our culture is built on empowerment, community, and continuous growth. We believe in giving people the tools, support, and freedom to do their best work — and have fun while doing it. Joining Kinetic means being part of a purpose-driven business where your ideas matter, your development is supported, and your impact is real. If you’re ready to help shape the future of operational technology in education and events, we’d love to meet you.

The Role

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 escape 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

• 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.

• 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.

Benefits & Perks

At Kinetic, we believe work should come with rewards that make a real difference. Here’s just a taste of what you can expect when you join us:

• 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. Kinetic is an equal opportunity employer, fostering diversity and committed to creating an inclusive environment for all employees.