myKaarma

Sales Engineer

• Be the primary product and technical expert throughout the sales cycle, with a focus on articulating the value of myKaarma in the context of each prospect’s unique needs
• Play a key, hands-on role in continuously improving existing processes and approaches as the foundation to support myKaarma growth
• Deliver compelling sales demos in a consultative approach to solve current and future problems with each dealer opportunity
• Work with Regional Sales Executives to navigate technical deal cycles, and then work closely with Deployment and Implementation teams to ensure ongoing value realization for customers
• Work closely with Product Management to provide insightful market feedback
• Collaborate with Sales, Marketing, and Customer Success teams to develop collateral to support prospects, customers, and internal stakeholders
• Develop expertise in myKaarma processes, the ecosystem of our tools and competition, and strategies customers can take to achieve their strategic objectives by leveraging the myKaarma platform
• Identify all technical issues, as well as concerns of dealer prospects, to ensure complete customer satisfaction and understanding through all stages of the sales process

Sales Engineer, Product Consultant

Data Analyst

• Ensure data accuracy across all reports, including troubleshooting of existing reports.
• Dive deep into company data to understand the domain, uncover relationships between variables, and apply statistical analysis techniques to conduct correlation studies.
• Develop dashboards, reports, and visualizations to track KPIs across product usage and performance, for a diverse set of B2B customers.
• Perform ad-hoc analyses to answer strategic business questions, identify trends, and highlight opportunities for optimization.
• Collaborate with engineers to automate recurring data processes and reports to increase efficiency and reduce manual effort.
• Partner with Product, Customer Success, Sales, and Engineering teams to understand data needs.
• Maintain clear documentation for data sources, metrics definitions, and analysis methodologies.
• Share best practices, tools, and techniques with peers to promote a data-driven culture across myKaarma.

Support Engineer

• Deliver fast, clear, and empathetic support to U.S. automotive clients using phone, email, and chat.
• 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.
• Work closely with Engineering and Product teams to investigate and resolve high-priority issues and bugs.
• Flag common issues and recommend documentation, workflow, or product improvements.
• Maintain detailed case notes and help expand internal and external knowledge bases.

Support Analyst, Tier 1/Tier 2

• Diagnose tickets escalated by Tier 1 using application logs and analyzing business data
• Collaborate with Engineering team for solving high-priority issues
• Collaborate with Product teams for higher priority issues
• Contribute to building internal software

Tier 2 Technical Support Engineer

Consultant

• Serve as a key resource for dealerships after initial software setup, supporting ongoing configuration and optimization needs.
• Understand and respond to dealership workflows, identifying opportunities for improved efficiency and better software alignment.
• Collaborate with the Customer Engagement Management, Scheduler, and Service Cart teams to deliver a cohesive customer experience.
• Help translate dealership feedback into actionable software changes or enhancements without disrupting existing workflows.
• Contribute to the development and refinement of internal documentation and customer-facing resources.
• Proactively communicate any roadblocks and escalate when necessary, ensuring timely resolution.
• Participate in the continuous improvement of our implementation and support processes.
• Mentor internal team members on product knowledge to enhance cross-functional understanding.

Junior Application Setup Consultant

• Serve as the voice of the customer within myKaarma, providing insights to enhance product and service quality.
• Provide timely and effective support to dealerships via phone, email, or chat, resolving issues with a customer-first mindset.
• Troubleshoot and analyze technical issues, identify root causes, and implement solutions.
• Accurately log and document customer interactions, issues, and resolutions in our CRM system to maintain a robust knowledge base.
• Work closely with the Product and Engineering teams to report bugs, recommend improvements, and ensure timely resolutions.
• Educate customers on best practices, feature usage, and updates to maximize the value they derive from myKaarma products.
• Identify recurring issues and contribute to developing workflows or tools that improve support efficiency and effectiveness.