myKaarma – Support Engineer

Job Description

At myKaarma, we’re not just leading the way in fixed ops solutions for the automotive industry—we’re redefining what’s possible for dealership service centers. Headquartered in Long Beach, California, and powered by a global team, our industry-leading SaaS platform combines communication, scheduling, and payment tools in one seamless solution that keeps dealerships and vehicle owners connected. With myKaarma, every service interaction flows effortlessly, bringing good karma to customers and service teams.
Rooted in the principles of the Toyota Production System, we operate with precision, efficiency, and a relentless focus on continuous improvement to deliver a better experience for all. We’re looking for innovators, problem-solvers, and tech enthusiasts passionate about building solutions that people love to use. If you’re ready to make an impact in an industry ripe for change, join us at myKaarma and help shape the future of automotive service.
As a Tier 2 Technical Support Engineer, you will play a key role in the Support Engineering Team at myKaarma, working to resolve complex customer issues and ensure platform reliability and product stability. You will be responsible for identifying the root causes of issues and recommending a workaround, also collaborating closely with the Engineering and Product teams for solving higher priority issues to achieve quicker resolution and higher customer satisfaction. This role offers the chance to work with a talented team and develop expertise in coding and debugging abilities, and deepen your expertise in automotive SaaS and technical support operations.

How to Stand Out:
Here’s a scenario to illustrate the innovative approach we value:

Q: “You receive a high-priority ticket escalated from Tier 1. The issue seems intermittent, and the customer is frustrated. How would you approach diagnosing and resolving this?”

We’d love to hear something like this…

A: “I’d begin by reproducing the issue in a controlled environment and carefully reviewing logs, data, and relevant code paths. If the problem isn’t immediately clear, I’d dig deeper — adding temporary debug points, analyzing SQL queries, and checking for edge cases. At the same time, I’d keep the customer updated with clear communication to reduce frustration. If I identified a potential root cause, I’d validate it by testing, and if a permanent fix required Engineering, I’d provide them with detailed logs, reproduction steps, and impact analysis to speed resolution. The goal is not just to fix the issue quickly, but to ensure it doesn’t recur and the customer regains confidence in the platform