Technical Support Representative II

Redline is looking for an experienced Technical Support Representative II to help deliver exceptional support to our dealership customers. If you enjoy solving technical problems, working directly with clients, and collaborating with developers to improve products, we'd love to hear from you.

In this role, you'll serve as an escalation point for complex technical issues, troubleshoot software and system challenges, and ensure customers receive timely, effective solutions. You'll also play an important role in identifying trends, improving processes, and helping shape future product enhancements.

What You'll Do

• Serve as the primary resource for resolving advanced technical support issues escalated from Tier I.
• Troubleshoot software, application, and integration issues for dealership customers.
• Collaborate with developers to diagnose bugs, communicate customer feedback, and recommend solutions.
• Maintain accurate documentation of customer issues, resolutions, and account history.
• Manage customer support tickets from intake through resolution while providing timely updates.
• Coordinate with internal teams and third-party vendors to resolve technical issues.
• Monitor customer installations and communicate project status throughout the implementation process.
• Identify recurring issues and recommend process or product improvements.
• Deliver outstanding customer service while building positive relationships with clients.
• Assist with onboarding new customers and supporting existing accounts.

What We're Looking For

• Experience supporting automotive dealership software or related technology.
• Familiarity with platforms such as CDK, HomeNet, Cox Automotive, Dealer.com, or similar dealership systems.
• Knowledge of inventory feeds, data syndication, and dealership software integrations.
• Experience using ticketing/help desk systems.
• Strong troubleshooting and analytical skills.
• Excellent written and verbal communication skills.
• Experience with Google Workspace.
• Ability to work independently in a remote environment while collaborating effectively with a team.
• Strong organizational skills with the ability to manage multiple priorities.

Preferred Qualifications

• 2+ years of technical support, help desk, or software support experience.
• Experience working directly with automotive dealerships.
• Ability to explain technical concepts clearly to non-technical users.
• Passion for delivering an exceptional customer experience.

Why Redline?

At Redline, you'll work alongside a collaborative team focused on helping automotive dealerships succeed. We value innovation, problem-solving, and exceptional customer service while providing opportunities to grow your skills and make a meaningful impact.

If you're passionate about technology, enjoy helping customers, and thrive in a fast-paced environment, we'd love to hear from you.

Pay: $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• Do you have any professional experience working in the automotive industry? If yes, please briefly describe your experience

Education:

• High school or equivalent (Required)

Experience:

• Automotive : 2 years (Required)
• Technical support: 2 years (Required)

Work Location: Remote