Technical Support Analyst (NAM Shift)
HybridPerungudi, Tamil Nadu, India
Job Summary
Investigate, research, and resolve customer technical issues in a 24/7 environment while maintaining open communication regarding status and timelines. Respond to monitoring alerts, perform daily application administration, and handle assigned cases within specified SLA response times. Assume triage responsibilities to review new cases, assign them to appropriate agents, and update statuses. Determine root causes for reported problems, create knowledge base articles, and coordinate with departments to resolve urgent or complex inquiries. Participate in the on-call duty rotation for after-hours maintenance. This role supports North American customers on a night shift (8:00 AM – 5:00 PM EST) from the Chennai GCC, contributing to Kinaxis' global 24x7 supply chain management support strategy.
Required Qualifications
- Minimum 3 years of experience in a technical support role, supporting external customers on a software solution, ideally in a SaaS environment
- At least 1 year of experience supporting Kinaxis Maestro, with relevant Kinaxis RapidResponse / Maestro certifications
- Knowledge of relevant case tracking applications
- Solid working knowledge of Windows environments, ERP business software, and experience with web-based applications
- Strong research skills
- Successful candidate must be able to fulfill all security and confidentiality thresholds for this position (SOC2, CGRP, etc.)
Desired Qualifications
- Experience in Enterprise Resource Planning (ERP) support, with a focus on supply chain applications, is ideal
- Working knowledge of relational databases and query writing is considered an asset
- Experience in manufacturing, production planning, inventory management, or demand management in a support or planning role is a strong asset
Additional Requirements
- Successful candidate must be able to fulfill all security and confidentiality thresholds for this position (SOC2, CGRP, etc.)
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