About The Role We’re looking for a Support Operations Analyst to partner closely with our Client Success Analyst (your manager) to keep Mia running smoothly for our dealers. You’ll spend your time working Issue Reports, creating and maintaining Tech Support tickets, spotting patterns across stores and integrations, and helping us turn firefighting into a repeatable, scalable process.

This is a great role for someone who likes debugging messy real-world problems, writing clear explanations, and collaborating with both technical and non-technical teams.

What You’ll Do

• Monitor incoming Issue Reports from dealerships and account teams.

• Triage, categorize, and prioritize issues based on impact and agreed SLAs.

• Investigate calls using our dashboard and logging tools (e.g., “who hung up?”, routing behavior, silence, missed transfers).

• Draft clear, empathetic client responses and collaborate with CS/Accounts on messaging when needed.

• Create and maintain structured Tech Support (TS) tickets in Jira (or equivalent), with clear problem statements, examples, and acceptance criteria.

• Identify duplicate or related issues and help group/merge them under shared root causes.

• Track progress on tickets and keep their status, notes, and links to Issue Reports up to date.

• Partner with Engineering to clarify requirements, reproduce issues, and verify fixes.

• Help identify patterns across dealerships (e.g., recurring routing problems, integration failures, scheduling behavior).

• Work with your manager to flag “at-risk” accounts based on volume, severity, and type of issues.

• Assist in basic validation around integrations (xTime, MyStatusPlus, CRM integrations, etc.) following agreed playbooks.

• Contribute to and maintain internal documentation (Confluence, Google Docs, etc.) for:

• Common issues and resolutions

• Configuration behaviors in the Mia dashboard

• How-to guides for internal teams and dealers

• Help build and maintain TextExpander (or similar) snippets so responses are consistent and fast.

• Suggest improvements to our dashboards, views, and workflows to make it easier to triage and resolve issues.

What You’ll Bring

• Experience in a support, operations, CS, QA, or technical troubleshooting role.
• Strong written communication — you can explain complex behavior in simple, direct language.
• Comfort digging through tools/logs to answer “what actually happened here?”
• Solid organizational skills: you can keep many small issues straight while still spotting big-picture patterns.
• A collaborative style: you’re comfortable working with CS, Accounts, Implementation, and Engineering, and asking questions when something’s unclear.
• Curiosity and resilience, you like unraveling root causes, not just closing the first symptom you see.

Nice to Have

• Experience with Jira, HubSpot, or similar ticketing/CRM tools.
• Exposure to telephony, contact centers, or integrations (e.g., xTime, CDK, other dealer tools).
• Experience building or maintaining internal knowledge bases (Confluence, Notion, Google Sites, etc.).

Why Mia

• Equity participation through stock options.
• Fully paid health, vision & dental insurance for employees.
• Flexible PTO and hybrid schedule (3 days / week in downtown Austin).
• Free lunches, paid parking, team events, and a casual, but get things done culture.

Compensation

• Compensation for this position will be competitive with current market rates and reflective of the candidate's experience, skills and qualifications.

Our Commitment At Mia, we’re committed to a workplace where everyone is valued, included, and empowered to do their best work. Our strength comes from diverse experiences, perspectives, and skills, and we’re proud to be an equal opportunity employer.

Passionate about the role but don’t tick every box? We’d still love to hear from you, you might be exactly who we need.

Mia is an EVerify employer.