Tier 1 Autoline Aftersales Support Analyst

About the role

You will own the end to end support of our Autoline business across Europe and APAC regions ensuring that every interaction meets the Keyloop standards for service excellence. You will act as the primary technical and functional liaison between our dealer and manufacturer clients and the engineering teams that support the platform. This position requires you to diagnose complex issues using system logs and data flows while maintaining a calm and reassuring demeanor for stakeholders at all levels. You will document every case with precision turning individual incidents into reusable knowledge that strengthens our support processes. Your daily work will involve close collaboration with cross functional partners to identify patterns and drive improvements that prevent future disruptions. You will be expected to challenge the status quo by proposing practical enhancements that improve efficiency and user experience within the support lifecycle. Success in this role will be measured by your ability to resolve cases quickly reduce repeat contacts and uphold the integrity of the platform. You will represent Keyloop in every interaction ensuring that our commitment to reliability innovation and customer care is visible in everything you do.

Key facts

What you'll do

Investigate intricate technical issues reported by Autoline users using advanced diagnostic tools and system telemetry.

Interpret detailed business requirements and translate them into clear technical specifications for the development and configuration teams.

Collaborate with global stakeholders to align on problem statements scope and acceptance criteria for each support case.

Perform in depth analysis of system logs data flows and integration points to isolate root causes of critical failures.

Design and execute test scenarios that replicate reported issues in controlled environments before applying corrective actions.

Document every support case with structured narratives that capture symptoms actions taken and verified outcomes for future reference.

Lead post incident reviews that extract lessons learned and propose process changes to improve long term platform stability.

Coordinate with engineering product and operations teams to prioritize tickets based on impact urgency and strategic importance.

Mentor junior support staff by sharing best practices and demonstrating effective troubleshooting methodologies for complex systems.

Champion the use of data and analytics to identify trends forecast potential disruptions and drive proactive improvements to the support function.

Regularly communicate updates timelines and resolutions to both internal teams and external customers to maintain trust and transparency.

Optimize standard operating procedures to reduce handling time while preserving the quality and empathy of each customer interaction.

Act as a subject matter expert for Autoline features ensuring that internal documentation and knowledge bases remain accurate and current.

Support the rollout of new releases by validating fixes conducting smoke tests and confirming that business outcomes are achieved.

Requirements

You possess a strong background in automotive retail technology or dealership management systems with a clear understanding of how these platforms operate in production.

You have demonstrated experience in a support or analyst role where you owned complex tickets from initial intake through to successful resolution.

You are fluent in written and verbal English with the ability to communicate effectively with clients colleagues and senior management across cultures.

You hold a bachelor's degree or equivalent practical experience that demonstrates your analytical capabilities and problem solving mindset.

You are comfortable working with structured and unstructured data identifying patterns and drawing conclusions that inform your support decisions.

You have a proven track record of working within global teams adhering to strict deadlines while maintaining a high standard of service delivery.

You exhibit strong ownership mentality taking initiative to investigate beyond surface level symptoms and driving issues to completion.

You are proficient in using support tools ticketing systems and diagnostic interfaces that are common in enterprise software environments.

Nice to have

Experience with automotive retail software platforms or dealership management systems is highly valued by our teams.

Familiarity with data visualization or reporting tools that help translate complex information into actionable insights.

Previous exposure to Agile or DevOps practices in a support or development context.

An understanding of European time zones and working hours that allows you to coordinate effectively with international colleagues.

Practical notes

This is a full time position with standard office hours aligned with the Prague time zone.

Occasional travel may be required within the Czech Republic and to regional client sites when necessary.

Candidates must be eligible to work in the Czech Republic without sponsorship.

The role is covered by standard employment contracts and benefits as defined by local labor law.