Second Line Technical Support Analyst

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

What You'll Be Doing

• Act as a trusted technical escalation point, owning customer issues end-to-end, working closely with 1st line support, development, and infrastructure teams to diagnose, resolve, and prevent complex issues.
• 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.

What You'll Bring

• 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.

Benefits & Perks

• 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.