Purpose

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 Database Administrator will have overall accountability for data integrity and integration with respect to Kinaxis’ solution. This role will play an integral role in ensuring solutions and processes can be maintained and supported within our solution while identifying potential longer term issues / impacts.

What you will do

• Accountable for complex and/or time critical support issues escalated by Technical Support Analysts, ensuring their timely resolution and overall customer satisfaction. Provide mentorship, guidance and share knowledge with Technical Support team, while moving escalated cases to resolution.
• Responsible for the overall data structure and integrity while ensuring customer requirements are met
• Guide customers and solution consultants through RapidResponse data models and/or integration related changes
• Train and mentor support team members on new features introduced with RapidResponse
• Review customer initiated change requests and activities related to data structure and/or integration to determine feasibility, potential impacts to current or future system performance or redundancies
• Conduct reviews of new software versions, assess impacts to service offerings and provide management findings and feedback
• Assist L3, COE, Cloud Services and other teams with database related investigations
• Work directly with customers through live meetings, tickets, conference calls
• Database related performance troubleshooting
• Responsible for data manipulation, data flows, data corrections

What we are looking for

• Minimum 5 years of experience with relational databases, preferably within a Manufacturing and/or Inventory Management environment
• Full understanding of interoperations within the database and specifics on table relationships
• Knowledge of server-based OS platforms, database query languages, and hardware/software interfaces considered a valuable asset
• Solid working knowledge of Windows environments, IIS, and experience with web-based applications
• Successful candidates must be able to fulfill all security and confidentiality thresholds for this position (SOC2, CGRP etc.)
• Deep understanding of data model, tables, indexes
• Experience with indexes related performance issue is an asset

Education/Certifications

• Post-secondary degree or diploma in computer science or a related field
• SQL certified is an asset
• Scripting experience is an asset

Job Specific Competencies

• Troubleshooting
• Problem Solving
• Process Design
• Customer Service Orientation
• Oral/Written Communication