At a Glance
- Tasks: Provide top-notch 2nd line technical support for our cloud-based SaaS platforms.
- Company: Join Kinetic, a people-first tech company with a focus on growth and wellbeing.
- Benefits: Enjoy 25 days holiday, wellbeing days, and flexible benefits tailored to you.
- Other info: Collaborative environment with opportunities for career growth and networking.
- Why this job: Make a real impact by solving complex technical issues and enhancing customer experiences.
- Qualifications: 3-5 years in technical support, strong SQL skills, and excellent communication.
The predicted salary is between 35000 - 45000 € per year.
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.
Case Ownership & Customer Experience
- 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.
Collaboration & Escalation
- 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.
Continuous Improvement
- 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
Essential Experience
- 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.
Kinetic is an equal opportunity employer, fostering diversity and committed to creating an inclusive environment for all employees.
Second Line Technical Support Analyst in Milton Keynes employer: Kinetic
Kinetic is an exceptional employer that prioritises a people-first culture, offering a supportive environment for growth and wellbeing. With generous benefits such as 25 days of holiday, enhanced pension contributions, and opportunities for professional development, employees are encouraged to thrive both personally and professionally. Located in a dynamic sector, Kinetic provides a collaborative atmosphere where technical support analysts can engage with diverse teams and contribute to meaningful improvements in customer experience.
StudySmarter Expert Advice🤫
We think this is how you could land Second Line Technical Support Analyst in Milton Keynes
✨Tip Number 1
Get your tech skills sharp! Brush up on SQL and Microsoft Azure, as these are key for the role. We can help you find resources to level up your knowledge before you even step into the interview.
✨Tip Number 2
Practice your problem-solving skills! Think of real-life scenarios where you've tackled complex issues. We suggest using the STAR method (Situation, Task, Action, Result) to structure your answers during interviews.
✨Tip Number 3
Show off your communication skills! Be ready to explain technical concepts in simple terms. We recommend doing mock interviews with friends or using our platform to get feedback on your delivery.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate individuals who want to make a difference in tech support.
We think you need these skills to ace Second Line Technical Support Analyst in Milton Keynes
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in technical support, especially with SaaS platforms. We want to see how your skills match the role, so don’t hold back on showcasing your SQL expertise and problem-solving abilities!
Showcase Your Communication Skills:Since this role involves a lot of customer interaction, it’s crucial to demonstrate your communication skills. Use clear and confident language in your application to show us you can translate complex technical issues into understandable terms for customers.
Highlight Relevant Experience:Don’t forget to mention any hands-on experience you have with Microsoft SQL Server and Azure. We’re looking for someone who can troubleshoot effectively, so share specific examples of how you’ve resolved complex issues in the past.
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 shows us you’re keen to join our team at StudySmarter!
How to prepare for a job interview at Kinetic
✨Know Your Tech Inside Out
Make sure you brush up on your SQL and Microsoft Azure skills before the interview. Be ready to discuss how you've diagnosed and resolved complex technical issues in the past, as this will show your problem-solving prowess.
✨Showcase Your Customer Engagement Skills
Prepare examples of how you've managed customer cases end-to-end. Highlight your communication style and how you keep customers informed throughout the support process, as this role heavily focuses on delivering a positive customer experience.
✨Collaborate Like a Pro
Think about times when you've worked closely with other teams, like 1st line support or engineering. Be ready to discuss how you escalated issues and collaborated to find solutions, as teamwork is key in this position.
✨Emphasise Continuous Improvement
Be prepared to talk about how you've contributed to refining support processes or documenting investigations. Sharing insights on how you've influenced product or service improvements will demonstrate your commitment to ongoing development.
