Support Analyst

Job Title: Support Analyst Tier 1 & Tier 2
Job Type: Full-Time, Salaried

Job Location: Remote

Shifts: US Business coverage Evening/ Night (6:30 PM – 2:30 AM IST) (9:00 PM – 5:00 AM IST)

Role Description:

As a Technical Support Specialist at myKaarma, you'll provide front-line support for our U.S.-based customers, handling Tier 1 and Tier 2 issues. You'll work directly with clients via phone, chat, and email, combining strong communication skills with a technical mindset to diagnose and solve issues efficiently.

This is a unique opportunity for someone who wants to work across both support levels: keeping resolution times low while deepening their technical skills in a SaaS environment.

Key Responsibilities:

• Customer-Facing Support: Deliver fast, clear, and empathetic support to U.S. automotive clients using phone, email, and chat.
• Tier 1 & Tier 2  Support: Triage, troubleshoot, and resolve common product issues and inquiries.
• Identify root causes of more complex technical problems using tools such as logs, SQL queries, and basic code review. Escalate when necessary, but aim to resolve where possible.
• 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.

Required Skills and Qualifications:

• Experience: 2+ years in a technical support, helpdesk, or customer support role, ideally in a SaaS or B2B setting.
• Customer Service Excellence: Empathetic, patient, and solutions-oriented with a proven ability to deliver outstanding customer experiences.
• Technical Aptitude: Comfortable with SaaS platforms and basic troubleshooting; familiarity with APIs or integrations is a plus. Basic understanding of SQL and experience using 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: A proactive, analytical thinker who enjoys resolving complex challenges.
• Tool Proficiency: Experience with CRM/ticketing tools such as 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 ) 

• Ability to read and interpret code (Java preferred, but not required)
• Familiarity with REST APIs, microservices, or Spring Boot environments
• Prior experience in a Tier 2 or technical escalation role
• Experience with debugging tools, Postman, and tools like Jira for ticket tracking.

We value diverse experiences and backgrounds, so we encourage you to apply if you meet some but not all of the listed qualifications.

Total Rewards at myKaarma

At myKaarma, we offer a comprehensive Total Rewards package that extends beyond the base salary. Our commitment to competitive compensation includes bonuses and benefits that support both personal and professional well-being:

• Flexible Work Environment: We embrace a high-performance, flexible structure that values freedom and responsibility. Our "Highly Aligned, Loosely Coupled" model empowers teams to innovate and continuously improve using data-driven insights.
• Health and telework stipends
• Time Off: Generous vacation time to recharge and balance life outside work.
  
  

The starting salary depending on experience and qualifications, reflecting our dedication to competitive industry compensation. Additional details about our Total Rewards package will be shared during recruitment.

Our Commitment to Inclusion

At myKaarma, diverse perspectives drive innovation and success. We are committed to creating a safe, welcoming, and inclusive workplace where every employee feels valued, empowered, and can do meaningful work. Our mission to deliver exceptional solutions to our clients is strengthened by the unique contributions and perspectives of our team members from all backgrounds.

As an equal opportunity employer, myKaarma prohibits any form of unlawful discrimination or harassment based on race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability, age, veteran status, or any other status protected by applicable laws in the regions where we operate. We adhere to all EEOC regulations and actively promote an environment that celebrates and supports diversity, equity, and inclusion for all.

Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done, which will ensure an equal employment opportunity without imposing undue hardship on myKaarma. Please let us know if you require reasonable accommodations during the application or interview process by filling out this form. 

myKaarma participates in the E-Verify Program.