Job Summary: You will be responsible for supporting and maintaining the company’s internal and external applications, all of which use a variety of different technologies and platforms. You will endeavour to help the company achieve and maintain the highest standards of customer service, thinking ‘outside of the box’ when solving problems in order to help resolve business critical issues. This role will be responsible for the final stages of diagnosis and resolution, acting as the final technical escalation point for issues raised through our service desk. Job Description: The Role We are seeking a Third Line Support Engineer to serve as the highest-skilled technical escalation point within our support function, providing expert-level investigation and resolution for our SaaS platforms. This role sits at the intersection of application support, database engineering, and software development - bridging the gap between the support team and our core engineering function. What You'll Be Doing You will act as the final internal escalation point for complex and high-impact issues, owning cases end-to-end and working closely with 2nd line support, development, QA, and infrastructure teams to diagnose, resolve, and prevent the most challenging incidents. You will also play a key role in mentoring 2nd line colleagues and contributing to the continuous improvement of our support function. Technical & Application Support Provide 3rd line support for Kinetic's enterprise software solutions, owning the most complex and high-impact incidents through to resolution across both Student Housing and Conference & Events. Perform deep-dive root cause analysis across application code, database layers, and infrastructure - going beyond symptom resolution to identify and address underlying defects. Use advanced SQL and T-SQL skills to investigate data integrity issues, debug stored procedures, and support fixes directly in production and staging environments. Troubleshoot complex issues across Microsoft SQL Server and cloud (Microsoft Azure, AWS and GCP) environments, including performance tuning, query optimisation, and connectivity concerns. Review and contribute to application code (C#, .NET) where required to diagnose bugs or implement targeted fixes in collaboration with the development team. Triage, document, and escalate confirmed defects to the engineering team with clear technical evidence and reproducible steps. Support software upgrades, patching, environment cloning, and release-related activities. Perform root cause analysis and contribute to long-term fixes and service improvements. Case Ownership & Customer Experience Act as the final internal escalation point for unresolved 2nd line cases, taking full ownership until a resolution or workaround is delivered. Communicate clearly and confidently with customers and internal stakeholders throughout the lifecycle of complex issues. Lead technical calls and working sessions with customers, translating deep technical findings into clear, confident updates. Ensure every escalated case results in a positive customer experience, not just a technical fix. Collaboration & Escalation Work closely with 1st and 2nd line support, engineering, QA, infrastructure, and product teams to resolve the most complex platform issues. Provide development teams with well-documented, reproducible defect reports and contribute to sprint planning for bug fixes where appropriate. Participate in a support rota as required to cover UK and North American customers. Act as a technical mentor to 2nd line colleagues, helping to upskill the wider support team. Continuous Improvement Document investigations, root cause findings, and resolutions to build internal knowledge and reduce future escalation rates. Identify recurring themes and systemic issues, sharing insights with product and engineering to drive long-term platform improvements. Contribute to the evolution of support tooling, processes, and best practices. What You'll Bring Essential Experience 5 years' experience in a 3rd line, application support, or software engineering role within a SaaS or enterprise software environment. Expert-level SQL and T-SQL skills, including writing and debugging complex queries, stored procedures, and performance tuning. Strong hands-on experience with Microsoft SQL Server and Microsoft Azure in production environments. Exposure to .NET (C#) and the ability to read, debug, and contribute to application code. Proven ability to perform thorough root cause analysis on complex, multi-layered technical issues. Experience using support and ticketing tools such as Zendesk, Jira, or Salesforce. Excellent communication skills, with the ability to engage confidently with both technical and non-technical audiences. A calm, methodical, and determined approach to problem-solving under pressure. Nice to Have Experience with PowerShell scripting and REST/JSON API integrations. Experience with working with Azure, AWS and/or GCP production environments. Familiarity with client-side web technologies (HTML, CSS, JavaScript). Exposure to XML and data transformation processes. Experience supporting higher education, housing, or events platforms. Familiarity with ITIL-based support practices and cloud VM architectures. Worker Type: Regular Number of Openings Available: 0