Sr. Support Analyst

OPENLANE; United States; Hybride; USD 41 000 - 47 000; Plein temps

Avantages offerts par ce poste

Competitive pay

Medical, dental, and vision benefits

401K with company match

Paid vacation and sick time

Parental leave

Disability and life insurance

Tuition reimbursement

Employee assistance program

Résumé du poste

OPENLANE seeks a Sr. Support Analyst to deliver first‑level IT support with a security mindset. You will handle incidents related to custom apps, hardware, software, and access management in a fast-paced service desk environment, Monday–Friday.

Candidates should have 5+ years of customer-facing technical support, knowledge of security protocols, and experience with AD/Entra ID. Remote work options are available nationwide in a hybrid setup.

Qualifications

• 5+ years of customer-facing experience in technical support.
• Working knowledge of corporate Security protocols.
• Working toward or holding a technical degree or IT certifications.
• Foundational understanding of identity and access management (AD/Entra ID).
• Proficiency with Windows, Google Workspace, and Microsoft Office.

Responsabilités

• First-contact resolution and security triage for incidents.
• Provide accurate, timely, and secure user support to maintain CSAT.
• Identify root causes and suggest long-term fixes or self-service options.
• Monitor security risks and escalate as needed to InfoSec.
• Share knowledge and help improve service desk workflows.

Connaissances

Customer-facing experience

Security protocols

Identity & access management

Windows OS

Google Workspace

Ticketing platforms

Formation

Associate degree or higher in CS/IS

IT certifications (A+, Network+, Security+)

Outils

ServiceNow

Description du poste

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 proper 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.

Legal Requirements

Qualified candidates must be legally authorized to be employed in the United States.

OPENLANE will not provide non‑immigrant or immigrant visa sponsorship for this employment position.

Compensation Range

Hourly: $30.00 - $34.00 USD

About OPENLANE

OPENLANE makes wholesale easy so our customers can be more successful. Our end‑to‑end platform serves the remarketing needs of the world’s largest OEMs, dealers, fleet operators, rental companies and financial institutions. We’re a technology company delivering next generation tools to accelerate and simplify remarketing. We’re an analytics company leveraging data to inform and empower our customers with clear, actionable insights. And we’re an auction company powering the world’s most advanced digital used vehicle marketplaces. In 2021, OPENLANE sold nearly 2.6 million vehicles valued at over $40 billion through our auctions and generated approximately $2.3 billion in revenue. Our integrated digital marketplaces and vehicle logistics centers reduce risk, improve transparency and streamline the experience for customers in about 75 countries. OPENLANE continues to make investments in innovation, strategic acquisitions and integrations to better serve our customers. Headquartered in Carmel, Indiana, OPENLANE has about 5,000 employees and maintains business units across North America, Europe, the Philippines and Uruguay. Together, the OPENLANE brands provide a complete remarketing solution for our customers.

Legal Information

California Residents: Click here to learn more about the personal information we collect in the application process. Also, click here for how we adhere to the California Fair Chance Act. Canadian Residents: Click here to learn more about how we adhere to the provincial Human Rights Codes and any accessibility and/or disability legislation.

OPENLANE is an equal opportunity employer and a drug‑free workplace.