Sr. Support Analyst; Remote

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.

• Driven Way builders. 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.

• 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 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.

• 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.

• 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,…