Software Support Specialist

Why This Role Matters

Every role at Kinective exists to move the needle for our clients, partners, and the financial institutions we serve. As a Software Support Specialist, you will be the frontline of the Kinective customer experience - the person our clients count on when something isn’t working and resolution matters most.

You will own the full support journey for a wide range of customers, from branch-level staff to IT teams, troubleshooting and resolving issues across Kinective’s suite of enterprise Fin Tech products. This role blends technical depth with genuine customer care - and the work you do every day directly shapes whether our clients trust Kinective as a long-term partner.

• Serve as a primary point of contact for inbound support requests via phone, email, and web, triaging and responding to customers across all Kinective products in a timely, professional, and solutions-oriented manner
• Create, manage, and maintain support cases in Salesforce - keeping notes, status, and communication current from first contact through resolution or escalation
• Schedule and facilitate troubleshooting sessions with clients and partners to identify root causes, gather the right information, and drive cases toward closure

• Diagnose and resolve issues across enterprise Fin Tech software and hardware solutions in complex, multi-system environments - reviewing system logs, analyzing error patterns, and isolating points of failure
• Collaborate with internal teams and external partners to elevate cases with thorough documentation, ensuring continuity and faster resolution for the customer
• Identify and surface recurring issue trends to help the broader team get ahead of systemic problems before they impact more customers

• Create, maintain, and improve knowledge base articles for both internal and customer-facing use, making it easier for clients to self-serve and for colleagues to resolve issues efficiently
• Follow established support team procedures and company-wide operating standards, including adherence to service level agreements and quality benchmarks
• Participate in the after-hours and weekend support rotation, contributing to the reliable, around-the-clock coverage our financial institution clients depend on

• Delivering fast, accurate resolutions that leave customers feeling heard, supported, and confident in Kinective - measured through case closure times, SLA adherence, and satisfaction feedback
• Owning your case queue with discipline and transparency, keeping every case current and ensuring nothing falls through the cracks between triage and closure
• Working effectively with internal teams and external partners to elevate issues with the right context, driving faster resolution and fewer repeat contacts
• Improving how the team supports customers over time - through well-written knowledge articles, surfaced issue trends, and a consistent eye toward what could work better

• 2+ years of experience in technical support, IT help desk, or a related role - experience in the banking or financial services industry is a plus
• Bilingual in English and Spanish
• Demonstrated ability to troubleshoot and resolve hardware, firmware, and software issues across complex environments
• Comfort navigating client-server environments, reviewing system logs, and working within SQL databases and Microsoft-based infrastructure
• Experience with Salesforce or a comparable support/CRM platform for case management
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences
• Highly organized with strong time management skills - able to manage a multi-case workload and shifting priorities without losing attention to detail
• Proficiency in - or genuine curiosity about - VBScript or similar scripting languages is a plus
• A customer-first mindset and the composure to deliver excellent service under pressure

$55,000 – $65,000

The salary range listed reflects the minimum and…