Kinaxis Rapid Response

We are seeking an experienced and dedicated Kinaxis L2 Support Engineer to join our technical support team, focusing on the Kinaxis Rapid Response platform for Supply Planning. The ideal candidate will possess deep functional and technical expertise in Kinaxis and supply chain processes, providing second-level technical support, troubleshooting, and resolution for complex incidents reported by our business users.

• Incident Management & Resolution:

1. Serve as the L2 point of contact for technical and functional issues related to Kinaxis Rapid Response, specifically within Supply Planning modules.
2. Diagnose, troubleshoot, and resolve complex issues involving data integrity, Kinaxis control tables, configuration (workbooks, scorecards, custom calculations), and performance (data loads, application speed).
3. Analyze complex system logs, trace files, and application data to determine root causes of failures.
4. Manage and track incidents through their lifecycle, ensuring timely communication and adherence to SLAs.

• System Maintenance & Optimization:

1. Assist with regular system health checks, performance tuning, and optimization of Kinaxis solutions.
2. Collaborate with the L3/Development team for resolving critical defects or implementing system enhancements.
3. Support application upgrades, patches, and deployment of new functionalities.

• Knowledge Management & Mentorship:

1. Create and maintain high-quality Knowledge Base articles (KBA), technical documentation, and runbooks for recurring issues.
2. Provide guidance and training to L1 support staff to improve first-call resolution rates.

• Collaboration & Communication:

1. Effectively communicate complex technical issues and their resolutions to non-technical stakeholders.
2. Act as a liaison between the business users and technical development teams.