Technical Support Analyst (EMEA / NA Shifts)

About Kinaxis:

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 based in Ottawa, Canada. Today, we have grown to become a global organization with over 2000 employees around the world, and support 40,000+ users in over 100 countries. As a global leader in end-to-end supply chain management, we enable supply chain excellence for all industries. We are expanding our team in Chennai and around the world as we continue to innovate and revolutionize how we support our customers.

Our journey in India began in 2020 and we have been growing steadily since then! Building a high-trust and high-performance culture is important to us and we are proud to be Great Place to Work® CertifiedTM. Our state-of-the-art office, located in the World Trade Centre in Chennai, offers our growing team space for expansion and collaboration.

About the team:

Location

Chennai, India (EMEA / NA Shifts)

About the team

The Customer Support team focuses on the post-sales support to Kinaxis’ customers, serving as their initial point of contact to resolve their 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 Kinaxis Maestro (formerly known as 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.

About the role:

What you will do

Troubleshoot and resolve customer issues related to Kinaxis Enterprise Scheduling and Supply Planning solutions built on Advanced Planning and Scheduling (APS), constraint-based, and finite capacity planning concepts, within defined SLAs.

Work directly with external customers to analyze issues, identify root causes, and guide resolution.

Apply domain knowledge in master scheduling, production scheduling, and supply planning to diagnose functional and technical problems.

Investigate issues across application logic, data, integrations, and JavaScript-based components.

Participate in case triage, prioritization, and on-call rotations.

Respond to monitoring alerts and perform routine application administration tasks.

Collaborate with engineering and product teams on complex issues, including defect analysis and workaround validation.

Create and maintain knowledge base articles and support documentation.

What we are looking for

3+ years of experience in technical support for enterprise or SaaS applications.

Strong understanding of Advanced Planning and Scheduling (APS), constraint-based planning, finite capacity planning, master scheduling, production scheduling, and supply planning.

Functional experience in supply, manufacturing, or production planning.

Working knowledge of JavaScript.

Experience with supply planning implementations, MPS, advanced planning, or post-go-live support is a strong plus.

Experience with platforms such as Kinaxis, Blue Yonder, o9 Solutions, Siemens OpsCenter APS, Quintiq, SAP IBP, Oracle SCM Cloud, or similar is an advantage.

Strong analytical and problem-solving skills.

Familiarity with ticketing systems and basic database querying is a plus.

Must be based/willing to relocate to Chennai and willing to work in shifts supporting EMEA and North America.

Ability to meet required security and confidentiality standards

#Associate #Intermediate #LI-GP1

Why join Kinaxis?:

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 Ford, Unilever, Yamaha, P&G, Lockheed-Martin, 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.

People matter at Kinaxis and these are some of the perks and benefits we created for our team:

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

For more information, visit the Kinaxis web site at www.kinaxis.com or the company’s blog at http://blog.kinaxis.com.

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.