Production Software Support Engineer

OPENLANE

About The Position

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. Our Values: Driven Waybuilders. 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. We’re Looking For: We are seeking a Production Software Support Engineer with experience monitoring, analyzing, and documenting production issues. This role focuses on gathering accurate information, reviewing logs and data, and clearly documenting findings so that engineering teams can efficiently resolve issues. A key part of success in this role is a willingness to learn and understand the behavior of a complex system over time, including how users, data, and services interact in production. The position is well-suited for someone who enjoys investigation, pattern recognition, and customer communication in a low-stress, structured support environment. This role does not require deploying code, making production changes, or implementing fixes. The ideal candidate will have 1+ years of experience in technical, customer, or production support roles.

Requirements

1+ years of experience in customer support, technical support, or production support (Tier 1 or similar).
Bachelor’s degree in information technology, or a related technical field, or equivalent relevant IT experience.
Working knowledge of SQL for querying and data validation.
Ability to review logs and identify relevant error information.
Professional written and verbal communication skills.
Proven ability to document issues clearly, thoroughly, and consistently.
Willingness and aptitude to learn the behavior of a complex, interconnected production system.

Nice To Haves

Experience with ticketing systems such as Jira, ServiceNow, or Zendesk.
Experience supporting SaaS or web-based applications.
Basic understanding of how applications interact with databases and services.

Responsibilities

Monitor production systems and respond to alerts or customer-reported issues.
Review application, system, and database logs to identify errors or abnormal behavior.
Use SQL to query databases for validation and data-gathering purposes.
Collect and analyze relevant information such as timestamps, user actions, system behavior, and error messages.
Attempt to reproduce reported issues using documented steps when possible.
Clearly document findings, including steps to reproduce, expected vs. actual behavior, log excerpts, and supporting data.
Escalate well-documented issues to engineering teams for resolution.
Provide status updates and set expectations with customers and internal stakeholders.
Follow established support processes, escalation paths, and runbooks.
Contribute to ongoing knowledge base and documentation improvements.

Benefits

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