OPENLANE · 15 hours ago
Production Software Support Engineer
United States
Full-time
Remote
Entry Level
1+ years expOPENLANE is a technology company that builds a digital marketplace for used vehicles. They are seeking a Production Software Support Engineer to monitor and analyze production issues, gather information, and document findings to assist engineering teams in resolving issues.
AutomotiveE-CommerceElectric VehicleRecreational VehiclesWholesale
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
Qualification
Required
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
Preferred
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
Benefits
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
Company
OPENLANE
OPENLANE is an online auction company for automotive dealers to buy and sell wholesale vehicles.
1001-5000 employees
H1B Sponsorship
OPENLANE has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (3)
2024 (5)
2022 (1)
2021 (1)
Funding
Current Stage
Late StageTotal Funding
$35MKey Investors
Meritech Capital Partners
2011-08-15Acquired
2008-12-31Series Unknown· $10M
2008-05-27Series Unknown· $25M
Leadership Team
Peter Kelly
Chief Executive Officer
Recent News
2026-01-20
2025-11-19
2025-11-12
Company data provided by crunchbase