Technical Support Analyst - Tier I

Description

The company makes cloud-based dealer management software for dealerships in the powersports, marine, RV, trailer, and golf car industries, and adds hundreds of dealerships each year.

The software covers sales, parts, service, rentals, payments, accounting, and customer relationship management, and connects with over 500 integrations, including OEM systems, aftermarket parts and accessory distributors, and other dealer tools.

The company has refined the product over four decades and reports more than 4,500 dealers across North America as customers.

As a Technical Support Analyst - Tier I, you will give advanced technical support to dealers on the DMS, diagnosing and fixing complex software, network, and hardware problems across its core modules. Strong technical skills drive dealer satisfaction and process improvements.

The role offers hands-on training on the DMS and its tools, with a path toward Senior Technical Support, Product Management, Leadership, or Software Development. Many Tier 1 team members move into specialized roles within 12 to 18 months.

You will work full-time from the South Jordan, UT office for the first six months. After that, you will work hybrid, two to three days a week in the office and the rest from home. After training, you may choose either 4x10-hour or 5x8-hour shifts.

Responsibilities

• Diagnose and fix complex software, network, and hardware problems that affect how dealers use the DMS.
• Give advanced support by phone, email, live chat, and ticket systems.
• Troubleshoot issues across sales, parts, service, rentals, accounting, and CRM so dealer operations keep running.
• Document each case resolution in detail and escalate unresolved issues to the right teams.
• Meet resolution time goals and follow up on open issues to keep dealers confident in the support.
• Own support tickets from start to finish, making sure escalated dealer cases get timely follow-up.
• Work with team members on critical customer issues and on software quality.
• Find and put in place process changes that improve the dealer experience.
• Work with developers and product managers to report recurring DMS issues and shape product changes.

Requirements

• 2 to 3 years of technical support experience, ideally in SaaS or IT.
• Solid knowledge of Windows OS, including troubleshooting and configuration.
• Advanced skill in diagnosing software faults, fixing hardware, and setting up networks.
• Experience managing tickets, documenting issues, and following up on escalations.
• Familiarity with, or willingness to learn, the dealership, powersports, marine, RV, trailer, outdoor power equipment, or golf cart industries.
• Ability to work well with cross-functional teams, including developers and product managers.
• Strong problem-solving skills and clear thinking under pressure.
• Clear written and verbal communication, able to explain complex technical topics to both technical and non-technical people.
• A drive to keep learning, especially about new technologies and trends in technical support.
• Preferred: prior experience in the dealership or recreational industries.
• Preferred: experience with cloud-based software and APIs.
• Preferred: SQL skills and familiarity with database management.
• Preferred: basic networking knowledge, including IP configuration and VPN setup.

Conditions

Full-time on-site at the South Jordan, UT office for the first six months, then hybrid with two to three office days a week.

After training, shifts can be either 4x10-hour or 5x8-hour.

The company is an equal opportunity employer and values diverse perspectives.