Technical Support Analyst

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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 have grown to become a global organization with over 2000 employees around the world, with a brand‑new HQ based in Kanata North in Ottawa. As one of Canada’s Top Employers, we are proud to work with our customers and employees towards solving 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. We are expanding our team as we continue to innovate and revolutionize how we support our customers.

Location

This is a remote position. You can work from home and be located anywhere in Canada. Preference is given to candidates in the Pacific / Mountain (ET / PT) time zones.

About the Team

The Customer Support team focuses on post‑sales support to Kinaxis’ customers, serving as their initial point of contact to resolve technical challenges and gaps. The team strives for outstanding customer satisfaction through interactions, timeliness and quality of resolution for which each member of the team plays an integral part in achieving this success.

The Technical Support Analyst will provide responsive technical support to our customers, on a global basis in a 24 / 7 environment, with a focus on resolving customer issues and ensuring their ongoing success with RapidResponse. This role will work as part of a broader team of Analysts in a high‑volume / impact environment pairing strong technical knowledge with a customer‑first mindset.

What you will do

• 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 nature and likely causes of issues, recommend corrective actions or guide customers through resolution.
• Follow up with customers ensuring recommendations and steps taken continue to fit customer expectations, recommend further action where necessary.
• Assume the role of Triage, as scheduled, to review newly acquired cases ensuring all key documentation / information is included, assigning cases to appropriate agents based on team matrix and updating case statuses as required.
• Determine potential root causes for reported customer issues, going beyond the presented issue to identify true issues, 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.

What we are looking for

Work With Impact

Our platform directly helps companies power the world’s supply chains. We see the results of what we do out in the world every day—when we see store shelves stocked, when medications are available for our loved ones, and so much more.

Work with Fortune 500 Brands

Companies across industries trust us to help them take control of their integrated business planning and digital supply chain. Some of our customers include Lockheed Martin, Yamaha, P&G, Honda, and more.

Social Responsibility at Kinaxis

Our Diversity, Equity, and Inclusion Committee weighs in on hiring practices, talent assessment training materials, and mandatory training on unconscious bias and inclusion fundamentals. Sustainability is key to what we do and we’re committed to net‑zero operations strategy for the long term. We are involved in our communities and support causes where we can make the most impact.

Benefits

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 recruitmentprograms@kinaxis.com. 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.

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