Software Support Specialist

Overview

Ready to be a part of the company transforming Fin Tech and how the world accesses banking services? Kinective is the connector that modernizes banking for banks and credit unions through software connectivity to fintechs. The Kinective team builds solutions to help financial institutions adopt modern technology and improve how banking is done.

The Kinective Support Specialist is responsible for providing the highest level of customer service in all Kinective products. A Kinective Support Specialist can interact with a wide range of customers from Branch Level staff to IT staff when supporting the Kinective products. In addition, all our Support Specialists are involved in testing new products that are being developed by Kinective, this provides a hands-on environment to build first-in-class service.

• Provide technical expertise in the maintenance, analysis, and testing of our products & solutions
• Demonstrate the knowledge and experience to administer and troubleshoot enterprise-based solutions and database structures, such as SQL
• Act as the face of Kinective, working with the client and developers on escalated issues to provide the status of an issue through its research, development, and deployment
• Ensure the customer is kept informed on issues affecting them
• Work closely with all Kinective employees to exceed performance objectives and customer expectations
• Create, use, and maintain knowledge base articles for external and internal usage
• Understand multiple footprints and deployment models
• Develop and demonstrate understanding of how end users in Banks and Credit Unions utilize our solutions
• Track all incoming calls and emails in Salesforce Case Management
• Have a basic understanding of networking to identify potential impacts on product performance
• Participate in after-hours support rotation
• Collaborate with staff to obtain information for problem escalation
• Assist with escalation cases and provide support to teammates
• Assist with recognizing training needs and delivering product training for support staff
• Participate in cross-functional tasks and projects

• High school degree or technical certifications and 3+ years’ IT/Technical Support experience
• Understanding of Financial Institutions, especially banks and credit unions;
  Cash Automation is a plus
• Proficiency with networking, client-server environments, SQL databases, and Microsoft products
• Strong troubleshooting, writing, and critical thinking skills
• Excellent organizational, time-management, and communication skills
• Microsoft Server/PC knowledge
• Data-driven with experience in databases, data manipulation, and dashboards
• Ability to comprehend server logs
• Experience reading XML files and creating XPath expressions
• Understanding of Java code, networking, and  (Preferred)
• Experience with Salesforce
• Proficient in MS Office Suite (Word, PowerPoint, Excel)

This role is HYBRID, with an expectation of 3-4 days a week in-office. Our hours are 8-5pm.

Salary: $50,000 – $65,000

The base salary range is shown above at the minimum and maximum. Compensation depends on experience, qualifications, and location. Base pay is part of Kinective’s Total Rewards package and may include discretionary bonus, commission, or equity offerings depending on the role.

Benefits include:

• 401(k) with company contributions
• Flexible PTO and company holidays
• Parental and caregiver leave
• Comprehensive health benefits (medical, dental, vision, prescription)
• Life and disability insurance
• Wellness resources and professional development opportunities

All U.S.

-based Kinective employees are offered a competitive benefits package. This role does not currently offer sponsorship opportunities.

We’re transforming our industry. We strive to be the go-to banking technology enabler, giving customers freedom to integrate with their banking core. We’re a team focused on customer outcomes, collaboration, and continuous learning, with a culture that promotes from within.