Senior Support Analyst

🕒 3 days ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $30 - $36 / hour

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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OPENLANE

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🚘 Automotive

🏪 Marketplace

🤝 B2B

💰 $10M Venture Round - OPENLANE on 2008-12

Automotive • Marketplace • B2B

OPENLANE is a company that builds and operates digital wholesale marketplaces and end-to-end services for used vehicles. It operates national and regional marketplaces across the US, Canada and Europe, provides technology platforms (auction simulcast, remarketing, inventory/inspection and vehicle data/pricing tools), and offers finance and ancillary services (floorplan/inventory financing, shipping, recovery and title/remarketing services) targeted primarily at dealers, lenders and commercial vehicle customers. The company positions itself as a B2B wholesale automotive marketplace and service provider.

📋 Description

• Provide first-level technical support and basic security triage for OPENLANE employees • Resolve issues involving custom applications, hardware, software, and access management • Handle inbound calls and email tickets Monday through Friday in a fast-paced, high-volume service desk environment • Resolve at least 85% of incoming incidents on first contact while maintaining user verification and access-permission security protocols • Deliver accurate, timely, and secure solutions while maintaining a CSAT score of 4.5 or higher • Identify root causes, recurring threats, and application issues; propose long-term fixes, self-service opportunities, or automation • Monitor security and access requests, recognize potential risks, handle routine identity-management requests, and escalate security incidents to Information Security • Document incidents in ticketing platforms and follow established escalation paths • Share knowledge and suggest improvements to service desk workflows

🎯 Requirements

• Minimum of 5 years of customer-facing experience (preferably phone-based technical support) • Working toward or holding a technical degree (Associate's or higher) in Computer Science/IS, an IT certification (e.g., CompTIA A+, Network+, Security+), or equivalent practical experience • Foundational understanding of identity and access management (Active Directory/Entra ID), secure password resets, phishing awareness, and endpoint security principles • Proficiency with Windows Operating Systems, Google Workspace, and the Microsoft Office suite • Hands-on experience troubleshooting PC hardware, network connectivity (TCP/IP, LAN/WAN, Wi-Fi), network printers, and audio/video systems • Familiarity with Windows Registry, .ini file configurations, and Control Panel settings • Experience using ticketing platforms (e.g., ServiceNow) to log, track, and document incidents • Ability to work shifts between 6:45 AM and 8:15 PM (Monday–Friday) and perform overtime as required • Fluency in French is a nice-to-have/bonus, not a requirement

🏖️ Benefits

• Competitive pay • Medical, dental, and vision benefits with employer HSA contributions (US) and FSA options (US) • Immediately vested 401K (US) or RRSP (Canada) with company match • Paid Vacation, Personal, and Sick Time • Paid maternity and paternity leave (US) • Employer-paid short-term disability, long-term disability, life insurance, and AD&D (US) • Robust Employee Assistance Program • Employer paid Leap into Service Day to volunteer • Tuition Reimbursement for eligible programs • Opportunities to expand your skill set and share your knowledge across a publicly traded, global organization • Company culture of internal promotions, diverse career paths, and meaningful advancement