• 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 • 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 • 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 • Document support investigations, resolutions, and known issues to build internal knowledge and improve future response times

• Monitor customer infrastructure and cloud platforms. • Respond to alerts, incidents and service requests. • Perform first-line troubleshooting across Microsoft technologies. • Escalate issues with clear technical notes. • Complete daily operational health checks. • Produce knowledge articles and documentation. • Deliver excellent customer service. • Participate in shift handovers and continual improvement. • Learn new technologies through mentoring and certification.

• Provide technical support to customers using healthcare technology products • Troubleshoot product and device-related issues while guiding customers through effective solutions • Assist with repair, replacement, and service-related processes when required • Deliver professional customer support via phone while ensuring a positive customer experience • Accurately document customer interactions and maintain detailed case records • Follow established procedures, compliance requirements, and quality standards • Escalate complex technical issues to the appropriate teams when necessary • Collaborate with internal departments to ensure timely issue resolution

Role Description We are growing our Customer Care team and we're looking for an Enterprise Support Engineer to join our dynamic and customer-focused department. As an Enterprise Support Engineer (ESE) , you will work directly with dedicated strategic enterprise customers to anticipate, identify, and address their technical concerns. Every day will bring new and exciting challenges. You will: - Partner with dedicated clients and help them optimize the use of BlueCat products and services by understanding the customer’s request thoroughly combined with in-depth technical knowledge. - Perform quarterly Health Checks to ensure system performance. - Become the ‘trusted advisor’ with dedicated customers, ensuring that recommendations are heard by the appropriate customer contacts and taken seriously. - Continually develop skills to manage BlueCat’s technology portfolio. - Apply in-depth troubleshooting and debugging skills along with your knowledge of systems, databases, and applications to get to the root cause of the customer’s issue. - Set up test environments to mirror the customer’s production set-up and perform tests using customer’s data or representative data. - Apply testing methodology and debugging skills to narrow down the problem as needed. - Open support tickets with Engineering and provide steps to reproduce to solve customer issues. - Partner with customers to determine their needs and recommend appropriate solutions. - Ensure customer issues are escalated to the appropriate teams (e.g. Sales, Professional Services, Engineering, Product Management, etc.). - Provide after-hours support on a rotating schedule to ensure consistent support to customers when they need it. - Validate and test upgrades in our lab, develop procedures, and assist customers during maintenance windows. Qualifications - You have an insatiable thirst for knowledge and improvement and the desire to grow in your role and with the company. - You are proactive; a tenacious self-starter to the core. - You are technically savvy with a deep knowledge of networking protocols and experience in debugging network issues (packet capture and analysis, etc.). - You have strong experience with common protocols and services (FTP, TFTP, NTP, SNMP, syslog, etc.) and a thorough understanding of DNS, DHCP & Linux with 5+ years’ experience. - You are an excellent communicator - you have a way with words & can connect easily with others. You possess a strong ability to explain highly technical issues to non-technical audiences. - You have a passion for constant improvement - always looking to do things better (both personally, as part of a team and for the company). - You are capable of prioritizing and allocating resources to / focus efficiently on multiple projects. - You have experience managing customers in an enterprise environment and can demonstrate excellence in customer service. - Providing detailed updates in customer cases that show progress to closure. - The ability to maintain composure during high severity issues with a focus on getting to resolution. Benefits - Comprehensive benefits package, including medical, dental, and vision insurance. - Tax advantaged accounts (HSA, FSA). - Annual Lifestyle Spending Account (LSA). - 401(k) with company matching. - Paid parental leave. - Vacation, personal, and wellness days. - Annual learning and development budget. - Eligible employees may also participate in the company's annual bonus program.