Support Analyst Tier 1 / Tier 2 Hybrid Noida

At myKaarma, 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 myKaarma, 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 myKaarma 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 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

Preferred

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

Benefits

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 :

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 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.

Skills Required

Salesforce, Debugging Tools, Apis, Saas, zendesk, Postman, Sql