Technical Support Analyst

KEV Group•Toronto, ON

1d•CA$65,000 - CA$85,000•Hybrid

About The Position

We are looking for a Technical Support Analyst to join our Customer Support team, supporting internal teams and customers with complex software, accounting, payment-related, database, and transactional data. In this role, you will develop subject matter expertise across key product and support workflows, including payments and accounting processes, software troubleshooting, database investigation, SQL queries, approved scripts, and issue escalation. You will act as an escalation point for internal teams and work closely with partners and vendors to resolve issues. You will support our team in building trusted client relationships by driving timely, accurate resolution of issues, and by working directly with clients on high-impact or complex concerns. If you are passionate about making a difference through great customer experiences, love digging into problems to find solutions, and are excited by the impact technology can have in education - we would love to hear from you.

Requirements

3-5 years of technical support experience in a high-paced software environment.
SQL queries - Strong technical experience writing, executing, and validating SQL queries to investigate, troubleshoot, and resolve data-related issues.
Experience working with databases, transactional data, financial records, payment data, or other high-accuracy data environments.
Ability to execute approved scripts or technical procedures with care, precision, and strong attention to detail.
Meticulous and precise when working with customer, financial, payment, and transactional data.
Proven ability to investigate and document complex technical workflows and high-impact issues.
Strong verbal and written communication skills, with the ability to adapt messaging for both technical and non-technical audiences, including executives.
Ability to reach your audience in simple, clear terms.
Good interpersonal and customer care skills.
Ability to communicate effectively to multiple audiences from client to technical expert to executive.
Customer-focused mindset with excellent interpersonal and problem-solving skills.
Creative and analytical thinker with a drive to improve processes and design operational solutions.
Ability to use approved AI tools effectively and responsibly to improve productivity, documentation, troubleshooting, and analysis.
Self-motivated, results-oriented, and known for follow-through — someone others can rely on to get the job done right.

Nice To Haves

SchoolCash or SchoolFunds experience.
Experience working with K12 Districts or Schools, especially within School Finance.
Experience coordinating with external vendors to resolve technical or operational issues.
Experience with financial software, Point of Sale (POS) devices, payment processing, and/or EdTech is a strong asset.

Responsibilities

Investigate, troubleshoot, and resolve complex software, accounting, payment processing, transactional data, and database, ensuring timely and accurate resolution for internal teams and customers.
Act as an escalation point for frontline Support teams on complex support issues, including software, accounting, payment, database, and transactional data, working closely with vendors and partners to drive resolution and ensure alignment with KPIs and SLAs.
Write, execute, and validate SQL queries and approved scripts to support issue investigation, data validation, configuration updates, data correction, and operational troubleshooting.
Work carefully with transactional, financial, payment, and customer data, ensuring accuracy, completeness, confidentiality, and strong attention to detail when investigating or resolving issues.
Work directly with customers on high-visibility or complex issues that fall outside the scope of frontline support.
Follow documented processes and procedures to resolve issues that require a deep understanding of complex workflows, database-driven systems, financial processes, and strong attention to detail.
Document resolutions and guidelines for support issues in the form of Support Tickets, Knowledge Base articles, and process documents.
Track and manage open issues with vendors and partners, escalating when needed to meet KPIs and ensure a positive customer experience.
Contribute to high-priority projects through technical configuration, data management, release deployments, and other hands-on tasks.
Take part in an on-call rotation for urgent support issues as needed.
Share knowledge and provide guidance to frontline Support staff to build their skills and confidence in troubleshooting complex software, accounting, payment processing, database, transactional data, and POS issues.
Use approved AI tools responsibly to improve productivity, research, documentation, analysis, and problem-solving while maintaining accuracy, confidentiality, and sound judgment.
Provide ongoing feedback to KEV leadership, partners, vendors, and team members to identify and drive process and operational improvements that strengthen our ability to serve as a trusted partner to clients.