[Hiring] Senior Support Analyst @OPENLANE

Role Description

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.

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.

Qualifications

• 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.
• Patience, empathy, and a strong dedication to delivering an outstanding user experience under pressure.
• Excellent verbal and written communication skills, including professional phone etiquette and detailed ticket documentation.
• Strong organizational skills, active listening, and a proactive willingness to collaborate or seek guidance when needed.
• Ability to work shifts between 6:45 AM and 8:15 PM (Monday–Friday) and perform overtime as required.

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.

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

Company Description

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.