[Hiring] Technical Support Representative @VEHLO

Job DetailsJob Location: Remote - Knoxville, TN 37922Travel Percentage: NoneTechnical Support Rep - Level 2 About Vehlo We started Vehlo in 2019 with a simple goal: to be the industry’s favorite provider of repair shop technology. Across every part of the auto repair industry, Vehlo is igniting vehicle service success with software and financial solutions that unlock your potential. Our founder-led products power the entire service lane experience and keep customers coming back with streamlined tools that help you handle communication, workflow automation, touchless payments, valet pickup, and much more. We’re out to simplify the customer journey from start to finish and give power back to the people under the hood, making their jobs easier and your shop more profitable —just ask our over 30,000 customers, who generate more than 50M annual repair orders. At Vehlo, our only purpose is your success, and together, we’re reaching your goals faster than ever. Being a Veep comes with more than a comprehensive benefits package—our biggest benefit is opportunity: Opportunity to make an impact, opportunity for growth, and opportunity for recognition and rewards. This is not a mega-corporation where you wonder what people are doing all day - every Veep is moving the ball forward day in, day out for our customers or for each other. About this role The Level 2 Support Specialist is a senior technical support role responsible for resolving complex product, workflow, configuration, integration, and data-related issues that cannot be resolved by Level 1 support. Your role acts as the bridge between frontline support and Engineering/Product, ensuring accurate troubleshooting, high-quality escalations, and excellent customer communication. In the context of Protractor, this role requires you to have a deep understanding of: Shop management workflows Accounting and financial data flows Integrations with third-party suppliers and platforms SaaS system behavior across web, APIs, and background services What You’ll Do: Advanced Customer Issue Resolution Resolve escalated Level 1 tickets involving: Accounting discrepancies (GL mapping, posting issues, reconciliation) Workflow or configuration problems impacting shop operations Inventory, supplier, or integration failures Data inconsistencies or historical record issues Reproduce reported issues in staging or test environments Perform detailed root-cause analysis before escalating to Engineering Provide clear, actionable guidance to customers during investigation and resolution Technical Troubleshooting & Analysis Analyze logs, error messages, API responses, and system behavior Validate data integrity across modules (ROs, invoices, payments, inventory, reporting) Identify whether issues are: Configuration-based Data-related User-error Product defects Document findings clearly for internal teams Escalations & Cross-Functional Collaboration Prepare high-quality escalations to Engineering and Product, including: Reproduction steps Expected vs actual behavior Business impact Supporting data or screenshots Work closely with: Development teams during investigation and fixes Product Managers on usability gaps and feature feedback Customer Success on high-value or at-risk accounts Participate in incident response and post-incident reviews when required Customer Communication Own communication for complex cases, ensuring customers: Understand the issue and next steps Receive timely updates Feel supported during longer investigations Translate technical findings into clear, customer-friendly language Support managers or directors with technical context for executive-level escalations Knowledge & Process Improvement Contribute to internal documentation and knowledge base articles Identify recurring issues and propose: Product improvements Support process enhancements Training opportunities for Level 1 support Assist with onboarding and mentoring junior support team members QualificationsWhat You’ll Need: 3–5+ years in SaaS technical support, application support, or customer operations Experience supporting complex, multi-module SaaS platforms Strong understanding of: Web-based applications SaaS data flows Integrations and APIs (basic to intermediate) Ability to analyze logs, system behavior, and data outputs Excellent written and verbal communication skills Strong problem-solving and analytical mindset Preferred Qualifications: Experience with shop management, accounting, or ERP-style systems Familiarity with: Payment processing Accounting concepts (GLs, deposits, posting, reconciliation) Third-party integrations (suppliers, payment processors, APIs) Experience working with Jira, Zendesk/ZohoDesk, Salesforce, or similar tools Exposure to SQL, API testing tools (Postman), or log-analysis tools is a plus Note: This job description is intended to outline the general responsibilities and requirements of the role. It is not an exhaustive list of all duties, tasks, or responsibilities that may be required. Responsibilities and priorities may evolve over time, and the company reserves the right to make changes at any time with or without notice. Vehlo is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Vehlo makes hiring decisions based solely on qualifications, merit, and business needs at the time.