Software Support Specialist

Kinective • Gilbert, AZ

6h • Onsite

About The Position

Lead the Way to Intelligent Banking with Us! You might not think about what happens behind the scenes when you check your bank balance or deposit a check from your phone, but we do. Every day. Kinective empowers banks and credit unions to move beyond keeping up with technology to shaping the future of banking. Our platform seamlessly connects the right tools, delivers real-time data, and drives smarter operations for more than 4,000 financial institutions nationwide. We are a fast-growing team built on individual ownership, company-wide collaboration, and setting industry-leading standards. Here, new ideas are encouraged, candid feedback is welcomed, and your growth truly matters as much as the company’s. At Kinective, we are leading the way to intelligent banking together and enjoying the journey along the way. 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 FinTech 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.

Requirements

• 2+ years of experience in technical support, IT help desk, or a related role
• 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

Nice To Haves

• experience in the banking or financial services industry is a plus
• Proficiency in - or genuine curiosity about - VBScript or similar scripting languages is a plus

Responsibilities

• 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 FinTech 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 escalate 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

Benefits

• Comprehensive health coverage (medical, dental, vision, prescriptions, life & disability)
• Flexible PTO, 11 company holidays, and generous parental and caregiver leave
• An immediately vested 401(k) with company contributions
• Wellness resources and professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed