Sr. Support Analyst

OPENLANE · United States · $30 – $34 · posted today ago

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About this role

Who We Are:
At OPENLANE we make wholesale easy so our customers can be more successful.

We’re a technology company building the world’s most advanced—and uncomplicated—digital marketplace for used vehicles.
We’re a data company helping customers buy and sell smarter with clear, actionable insights they can understand and use.
And we’re an innovation company accelerating the future of wholesale remarketing through curiosity, collaboration, and an entrepreneurial spirit.

Our Values:
Driven Waybuilders. We pursue challenges that inspire us to build, create, and innovate.
Relentless Curiosity. We seek to understand and improve our customers’ experience.
Smart Risk-Taking. We transform risk into progress through data, experience, and intuition.
Fearless Ownership. We deliver what we promise and learn along the way.

What We Offer:

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

We’re Looking For:

We are seeking a self-motivated individual who combines hands-on IT troubleshooting with a security-minded approach. You are passionate about customer service, enjoy working on a service desk, and instinctively apply security best practices—such as evaluating access requests, spotting suspicious activity, and ensuring compliance—while solving everyday user problems.

About Our Team:

The Sr. Support Analyst provides first-level technical support and basic security triage for OPENLANE employees, resolving issues related to custom applications, hardware, software, and access management.

Operating in a fast-paced, high-volume service desk environment, our team handles inbound calls and email tickets Monday through Friday. This role plays a key part in maintaining day-to-day operations while acting as a front-line defense against security risks, following established escalation paths to ensure incident resolution and system integrity.

You Are:

Security & Analytical Mindset: Background in or strong awareness of IT security concepts (e.g., access control, identity management, phishing awareness, and endpoint security) coupled with strong root-cause analysis skills.
Customer Service Excellence: Patience, empathy, and a strong dedication to delivering an outstanding user experience under pressure.
Communication & Etiquette: Excellent verbal and written communication skills, including professional phone etiquette and detailed ticket documentation.
Bilingual Advantage (Bonus): Ability to read, write, and speak fluent French to support our Canadian user base.
Adaptability & Drive: Strong organizational skills, active listening, and a proactive willingness to collaborate or seek guidance when needed.
Flexibility:Ability to work shifts between 6:45 AM and 8:15 PM (Monday–Friday) and perform overtime as required.

You Will:

First-Contact Resolution & Security Triage: Drive toward resolving at least 85% of incoming incidents on first contact while ensuring security protocols (such as user verification and access permissions) are strictly maintained.
User Support & CSAT: Deliver accurate, timely, and secure solutions to maintain a Customer Satisfaction (CSAT) score of 4.5 or higher.
Proactive Problem-Solving: Identify root causes, recognize recurring threats or application issues, and propose long-term fixes, self-service opportunities, or automation to prevent future tickets.
Security & Access Monitoring: Serve as an extra layer of defense by recognizing potential security risks, handling routine access/identity management requests, and properly escalating security incidents to the Information Security team.
Continuous Improvement: Receive constructive feedback positively, share knowledge with teammates, and suggest ongoing improvements to service desk workflows.

Where you Work:

Your work is performed as hybrid in Carmel, IN or fully remote.

Must Have’s:

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.

Nice to Have’s:

Bilingualism: Fluency in French (reading, writing, and speaking) to support our teams in Canada.
Security Certifications/Interest: Prior security desk experience or foundational security credentials (e.g., Security+, SSCP).
Education & Certifications: 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

Qualified candidates must be legally authorized to be employed in the United States. OPENLANE will not provide nonimmigrant or immigrant visa sponsorship for this employment position.

Sound like a match? Apply Now - We can't wait to hear from you!