Software Support Specialist

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 4000 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 companys. 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 isnt 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 Kinectives 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.

What Youll Own

Customer Support & Case Management

• 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

Technical Troubleshooting & Resolution

• 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

Knowledge & Process Stewardship

• 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

How Well Measure Success

Success here isnt about checking boxes - its about propelling Kinectives mission to lead the way to intelligent banking. You must bring excellence to your craft balance resourcefulness with respect share and celebrate unique expertise and diverse perspectives and continuously raise the bar as we innovate and grow. Specifically you will know youre winning when you are:

• 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 escalate 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

Necessary Qualifications & Competencies

• 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

Pay Benefits & Total Rewards

$55000 $65000

The salary range listed reflects the minimum and maximum for this role. Individual compensation is based on experience qualifications job-related skills location and internal equity and most offers are not made at the top of the range.

Base pay is one part of Kinectives Total Rewards package. Depending on the role employees may also be eligible for bonuses commissions or equity. All employees have access to a competitive benefits package designed to support health well-being and financial security including:

• 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

If youve made it this far wed love to hear from you. Click Apply to start the conversation even if youre not sure you check every box. Learn more about Kinective at .

Please note that this role does not currently offer sponsorship opportunities.