Technical Support Analyst

About Kinaxis Elevate your career journey by embracing a new challenge with Kinaxis. We are experts in tech, but it’s really our people who give us passion to always seek ways to do things better. As such, we’re serious about your career growth and professional development, because People matter at Kinaxis.

In 1984, we started out as a team of three engineers. Today we are a global organization with over 2000 employees worldwide, headquartered in Kanata North in Ottawa. As one of Canada’s Top Employers, we pride ourselves on working with our customers and employees to solve some of the biggest challenges facing supply chains today.

At Kinaxis, we power the world’s supply chains to help preserve the planet’s resources and enrich the human experience. As a global leader in end‑to‑end supply chain management, we enable supply‑chain excellence for all industries, with more than 40,000 users in over 100 countries.

Location This is a remote position, available to candidates located anywhere in Canada, with preference given to the Pacific/Mountain (ET/PT) time zones.

The Customer Support team focuses on post‑sales support to Kinaxis’ customers, serving as their initial point of contact to resolve technical challenges. The team strives for outstanding customer satisfaction through interactions, timeliness, and quality of resolution.

The Technical Support Analyst will provide responsive technical support to our customers globally in a 24/7 environment, focusing on resolving issues and ensuring their ongoing success with RapidResponse.

• Investigate, research and resolve issues in a timely fashion while maintaining communication with customers on status, roadblocks, and timelines.
• Respond to customers’ queries by determining the nature and likely causes of issues, recommending corrective actions or guiding customers through resolution.
• Follow up with customers to ensure recommendations continue to meet expectations and recommend further actions where necessary.
• Assume the role of Triage, as scheduled, to review newly acquired cases, ensuring all key documentation is included, assigning cases to appropriate agents based on team matrix, and updating case statuses.
• Determine potential root causes for reported customer issues, going beyond the presented issue to identify true challenges and recommend appropriate solutions to mitigate future impacts.
• Respond to monitoring alerts from customer environments.
• Perform daily application administration functions for on‑demand hosted customers and on‑premise remote‑administration customers.
• Handle all assigned cases within specified SLA response times.
• Create knowledge base articles related to a particular affinity.
• Liaise and coordinate with other departments to respond to and resolve urgent, critical, and/or complex issues and inquiries.
• Participate in on‑call duty rotation and after‑hours environment maintenance.

• Minimum 3 years of experience in a technical support role supporting external customers on a software solution, ideally in a SaaS environment.
• Experience in Enterprise Resource Planning (ERP) support, supply chain applications preferred.
• Knowledge of relevant case‑tracking applications.
• Solid working knowledge of Windows environments, ERP business software, and experience with web‑based applications.
• Strong research skills.
• Experience in manufacturing, production planning, inventory management, or demand management in a support or planning role is a strong asset.
• Working knowledge of relational databases and query writing considered an asset.
• Successful candidate must be able to fulfill all security and confidentiality thresholds for this position (SOC2, CGRP, etc.).

• Flexible vacation and Kinaxis Days (company‑wide day off on the last Friday of every month)
• Flexible work options
• Physical and mental well‑being programs
• Regularly scheduled virtual fitness classes
• Mentorship programs and training and career development
• Recognition programs and referral rewards
• Hackathons

Kinaxis welcomes candidates to apply to our inclusive community. We provide accommodations upon request to ensure fairness and accessibility throughout our recruitment process for all candidates, including those with specific needs or disabilities. If you require an accommodation, please reach out to us at . Please note that this contact information is strictly for accessibility requests and cannot be used to inquire about application statuses.

Kinaxis is committed to ensuring a fair and transparent recruitment process. We use artificial intelligence (AI) tools in the initial step of the recruitment process to compare submitted resumes against the job description to identify candidates whose education, experience and skills most closely match the requirements of the role. After the initial screening, all subsequent decisions regarding your application, including final selection, are made by our human recruitment team. AI does not make any final hiring decisions.