Support Analyst Tier 1/ Tier 2 Hybrid

Role Overview: As a Support Analyst Tier 1 & Tier 2 at myKaarma, you will play a crucial role in providing front-line support for U.S.-based customers, handling Tier 1 and Tier 2 technical issues. Your primary responsibilities will include delivering fast and empathetic customer support, triaging, troubleshooting, and resolving common product issues, as well as collaborating with Engineering and Product teams to investigate and resolve high-priority issues. This role offers a unique opportunity to deepen your technical skills in a SaaS environment while keeping resolution times low. Key Responsibilities: - Customer-Facing Support: Provide fast, clear, and empathetic support to U.S. automotive clients via phone, email, and chat. - Tier 1 & Tier 2 Support: Triage, troubleshoot, and resolve common product issues and inquiries. - Identify root causes of complex technical problems using tools like logs, SQL queries, and basic code review. Escalate when necessary. - Technical Collaboration: Work closely with Engineering and Product teams to investigate and resolve high-priority issues and bugs. - Process Contribution: Flag common issues and recommend documentation, workflow, or product improvements. - Documentation: Maintain detailed case notes and help expand internal and external knowledge bases. Qualifications Required: - Experience: 2+ years in a technical support, helpdesk, or customer support role, preferably in a SaaS or B2B setting. - Education: Bachelor's in Engineering. - Customer Service Excellence: Empathetic, patient, and solutions-oriented with a proven track record of delivering outstanding customer experiences. - Technical Aptitude: Comfortable with SaaS platforms, basic troubleshooting, familiarity with APIs or integrations, basic understanding of SQL, and experience with debugging tools or support platforms (e.g., Zendesk, Salesforce, Postman). - English Proficiency: Strong verbal and written communication skills in English are essential for supporting U.S.-based customers. - Problem-Solving: Proactive, analytical thinker who enjoys resolving complex challenges. - Tool Proficiency: Experience with CRM/ticketing tools like Zendesk, Salesforce, or similar platforms. - Adaptability: Ability to thrive in a dynamic, fast-paced environment and manage multiple priorities. - Shift Flexibility: Willingness and availability to work night shifts to align with U.S. business hours (Shifts: 6:30 pm-2:30 am). Additional Details of the Company: At myKaarma, we value diverse experiences and backgrounds, encouraging applicants who meet some but not all qualifications to apply. We offer a flexible work environment, health and telework stipends, generous vacation time, and a commitment to creating an inclusive workplace where every employee feels valued and empowered. We participate in the E-Verify Program and are dedicated to providing reasonable accommodations for applicants with disabilities under the Americans with Disabilities Act and other applicable laws.,