Senior Support Analyst

🕒 October 11

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $30 - $36 / hour

⏰ Full Time

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.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.

Apply Now

Find Similar Remote Jobs

OPENLANE

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📦 Logistics

💼 Consulting

📣 Marketing

💰 $10M Venture Round on 2008-12

Logistics • Consulting • Marketing

OPENLANE is a company that builds digital marketplaces for used vehicles, catering to regions such as the US, Canada, and Europe. They provide a range of services including finance floorplan and inventory financing solutions, technology platforms that drive results, and comprehensive end-to-end solutions to support automotive businesses. Notable brands include OPENLANE US, Canada’s largest digital wholesale marketplace for used vehicles, and OPENLANE Europe, a leading digital platform in Europe and the UK. OPENLANE also offers solutions like Velocicast for wholesale and retail auctions, autoniq for vehicle history evaluation, AutoVIN for vehicle inspections, and CarsArrive for vehicle shipping services. They support independent dealers with financing and provide various automotive services including high-tech locksmith solutions, recovery management, and compliance services.

📋 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

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume