Vehlo · 4 hours ago
Technical Support Representative
United States
Full-time
Remote
Mid, Senior Level
3+ years expVehlo is a provider of repair shop technology that aims to simplify the customer journey in the auto repair industry. They are seeking a Level 2 Technical Support Representative responsible for resolving complex product, workflow, and data-related issues, acting as a bridge between frontline support and Engineering/Product.
Computer Software
Responsibilities
Resolve escalated Level 1 tickets involving: Accounting discrepancies (GL mapping, posting issues, reconciliation), Workflow or configuration problems impacting shop operations, Inventory, supplier, or integration failures, Data inconsistencies or historical record issues
Reproduce reported issues in staging or test environments
Perform detailed root-cause analysis before escalating to Engineering
Provide clear, actionable guidance to customers during investigation and resolution
Analyze logs, error messages, API responses, and system behavior
Validate data integrity across modules (ROs, invoices, payments, inventory, reporting)
Identify whether issues are: Configuration-based, Data-related, User-error, Product defects
Document findings clearly for internal teams
Prepare high-quality escalations to Engineering and Product, including: Reproduction steps, Expected vs actual behavior, Business impact, Supporting data or screenshots
Work closely with: Development teams during investigation and fixes, Product Managers on usability gaps and feature feedback, Customer Success on high-value or at-risk accounts
Participate in incident response and post-incident reviews when required
Own communication for complex cases, ensuring customers: Understand the issue and next steps, Receive timely updates, Feel supported during longer investigations
Translate technical findings into clear, customer-friendly language
Support managers or directors with technical context for executive-level escalations
Contribute to internal documentation and knowledge base articles
Identify recurring issues and propose: Product improvements, Support process enhancements, Training opportunities for Level 1 support
Assist with onboarding and mentoring junior support team members
Qualification
Required
3–5+ years in SaaS technical support, application support, or customer operations
Experience supporting complex, multi-module SaaS platforms
Strong understanding of: Web-based applications, SaaS data flows, Integrations and APIs (basic to intermediate)
Ability to analyze logs, system behavior, and data outputs
Excellent written and verbal communication skills
Strong problem-solving and analytical mindset
Preferred
Experience with shop management, accounting, or ERP-style systems
Familiarity with: Payment processing, Accounting concepts (GLs, deposits, posting, reconciliation), Third-party integrations (suppliers, payment processors, APIs)
Experience working with Jira, Zendesk/ZohoDesk, Salesforce, or similar tools
Exposure to SQL, API testing tools (Postman), or log-analysis tools is a plus
Company
Vehlo
Vehlo solutions unlock potential across vehicle service and repair by giving power back to your people.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Michelle Fischer
Chief Executive Officer & Board Member
Brian Wagner
President & Chief Financial Officer
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