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Technical Support Specialist jobs in Ottawa, ON

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    • 3–5 years’ experience in a technical support, application support, or similar role within SaaS or enterprise software environments.
    • View all Kinetic Software jobs - Ottawa jobs - Technical Support Analyst jobs in Ottawa, ON
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    • 2+ years in technical support or systems integration environments.
    • Clear and professional communicator — able to adapt explanations for both technical and non-…
    • Exceptional written and verbal communication skills with the ability to build trust, communicate clearly, and provide outstanding support to customers with…
    • 1-2 years of experience in a technical support or system administration role in a networking/security company or equivalent education.
    • During a typical morning as a System Support Specialist, you will be providing technical and administrative support to our clients; helping them resolve…
    • Provide direct post-sales systems technical support to end users and HP Authorized Service Providers.
    • Provide advanced product support for volume products.
    • Strong technical knowledge of network and PC operating systems, including Windows.
    • Practice network asset management, including maintenance of network component…
    • As part of a small IT team, provide hands-on technical support to employees, including responding to and resolving IT help desk tickets and support requests.
    • Experience working in technical support, help desk, or customer service.
    • Answer incoming support calls and chats from the inbound queue and assist customers…
    • In this role, you will be working as part of a highly focused team providing technical support for our eCommerce and enterprise level customers.
    • Applicants who have graduated from an IT technical program will be strongly considered.
    • Provide telephone and email support for applications, proprietary…
    • Ensure second-level support is monitored at all times during hours of operation.
    • Assess and resolve all support requests based on urgency, issue type and…
    • Provide effective customer service by handling technical support inquiries and following documentation policies.
    • Excellent troubleshooting and debugging skills.
    • Provide on-site and remote technical deployment support and integration when required.
    • A Senior Product Support Professional (JS6), joining our global RCE…
    • Provide technical support services remotely or at deskside, including end-user training.
    • O/S support and hardening.
    • Job Type: Permanent, Full-Time.
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Job Post Details

Technical Support Analyst - Remote, Canada (Pacific Time)
Kinetic Software
·
3.5
Ottawa, ON
•
Remote
$60,000–$80,000 a year
Permanent
Apply on company site

Job details

$60,000–$80,000 a year
Dental care, Designated paid holidays, Paid vacation, Flexible schedule
Permanent
Remote in Ottawa, ON

Full job description

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

You will 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. This role does not include system integration design or delivery responsibilities.

Technical & Application Support

  • 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.

Why Kinetic

You’ll be joining a growing North American support team at an exciting stage. Our customer base across US and Canadian universities is expanding fast, and you’ll be one of the people they rely on most. That means real ownership from day one, close working relationships with customers and colleagues across North America and the UK, and the chance to help shape how support works as the team grows.

We’re backed by Constellation Software Inc., one of the largest software groups in the world, which gives you access to shared knowledge, development opportunities, and long-term career pathways. If you enjoy solving technical problems and building trusted relationships with the people you support, this is a role where your work will be seen and valued.

Benefits & Perks

Why You’ll Love Working at Kinetic

  • Salary of $60,000 to $80,000 CAD, depending on experience, plus an annual performance bonus

  • Fully remote within Canada

  • Flexible working hours: we focus on outcomes, not clock-watching

  • Health and dental benefits

  • 15 days paid vacation, plus statutory holidays

  • 2 company-wide wellbeing days and 1 paid volunteer day per year

  • Ongoing training and development to support your career growth

  • Be authentically you: we value individuality and diverse perspectives

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