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Job Description & How to Apply Below
At my Kaarma, we're not just leading the way in fixed ops solutions for the automotive industry—we're redefining what's possible for dealership service centers. Headquartered in Long Beach, California, and powered by a global team, our industry-leading SaaS platform combines communication, scheduling, and payment tools in one seamless solution that keeps dealerships and vehicle owners connected. With my Kaarma, every service interaction flows effortlessly, bringing good karma to customers and service teams.
Rooted in the principles of the Toyota Production System, we operate with precision, efficiency, and a relentless focus on continuous improvement to deliver a better experience for all. We're looking for innovators, problem-solvers, and tech enthusiasts passionate about building solutions that people love to use. If you're ready to make an impact in an industry ripe for change, join us at my Kaarma and help shape the future of automotive service.
Job Title :
Support Analyst Tier 1 & Tier 2
Job Type :
Full-Time, Salaried
Job Location :
Hybrid
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 my Kaarma , 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.
Education:
Bachelors in Engineering
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 )
Preferred
Ability to read and interpret code (Java preferred)
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 my Kaarma
Benefits
At my Kaarma, 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 depends is determined by experience and qualifications, reflecting our commitment 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 my Kaarma, diverse perspectives drive innovation and success. We are committed to creating a safe, welcoming, and inclusive…
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