Sr. Support Analyst (Remote)

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. Ideally a candidate that comes from a prior security based role.
• 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 knowledge of corporate Security protocols
• 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!
• Compensation Range of
• Hourly: $30.00 - $34.00 USD