--- title: 'Tier 1 Support Analyst at Keyloop' canonical: 'https://feeny.ai/job/tier-1-support-analyst-keyloop-prague-4m4jjkra6rwf' type: 'job' last_seen: '2026-10-12' --- # Tier 1 Support Analyst at Keyloop - **Company:** Keyloop - **Location:** Prague, Czech Republic - **Compensation:** CZK 489k–CZK 598k - **Work type:** hybrid - **Posted:** 2026-10-12 - **Last confirmed live:** 2026-10-12 - **Apply:** https://jobs.lever.co/keyloop/fa750f99-6591-46ca-ac9c-620d1fe7394b ## Job description Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers. We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs. We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it? Purpose of the role Provision of an excellent support service is critical to the achievement of Keyloop’s strategic plans for growth and profitability. Our Tier 1 Support Analyst will primarily be responsible for owning, troubleshooting, diagnosing and resolving problems to successful closure, whilst ensuring timely escalation where necessary. They will demonstrate strong verbal and written communication skills and the ability to communicate clearly and efficiently across a global team (customers, peers and managers) in order to support departmental and company objectives. This role requires a proactive and organised individual with strong analytical and problem-solving skills, who is able to work effectively as part of a team and is committed to delivering service excellence. ## Key Duties & Responsibilities - Take responsibility for the end-to-end resolution of support cases, including customer communication, case progression, and internal coordination across technical teams - Respond to customers with empathy, understanding their needs, operational pressures and deadlines - Develop familiarity with customer configurations, business models and key stakeholders in line with the Experience First approach - Communicate and collaborate with team members, other departments and management to support timely issue resolution - Document solutions and contribute to the creation and maintenance of knowledge base articles - Proactively develop knowledge of the Keyloop product suite and associated tools, working with management to build skills and competence, including the use of AI tools - Identify issues, suggest process improvements, and highlight opportunities to improve resolution times and customer experience - Demonstrate self-motivation and initiative to support investigation activities and personal development - As knowledge and autonomy increase, support colleagues through coaching and knowledge sharing where required - Ensure that root cause analysis is carried out when necessary - Identify gaps in internal knowledge materials and suggest improvements - Contribute to case reduction initiatives by identifying opportunities within the customer base and promoting best practices within the team - Demonstrate flexibility in daily activities, adapting to changing priorities aligned with business objectives ## Skills / Knowledge & Experience - Good knowledge of (or familiarity with) Italian accounting principles and tax regulations - Ability to effectively plan and prioritise workload to meet deadlines - Strong analytical, investigative, problem-solving and troubleshooting skills - Excellent verbal and written communication skills - Proactive approach to understanding and managing customer expectations - Ability to explain complex issues and accounting concepts in simple terms - Logical and analytical approach to problem management and resolution Essential Skills - Experience in accounting and Italian tax regulations (e.g. e-invoicing, VAT deadlines) - Previous experience in issue investigation and analysis Desirable Skills - Understanding/experience of working in the automotive industry - ## Experience with AI tools Why join us? We’re on a journey to become market leaders in our space – and with that comes some incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes and explore different paths. Join Keyloop and progress your career, your way. An inclusive environment to thrive We’re committed to fostering an inclusive work environment. One that respects all dimensions of diversity.  We promote an inclusive culture within our business, and we celebrate different employees and lifestyles – not just on key days, but every day. Be rewarded for your efforts We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration. Keyloop doesn’t require academic qualifications for this position. We select based on experience and potential, not credentials. We are also an equal opportunity employer committed to building a diverse and inclusive workforce.  We value diversity and encourage candidates of all backgrounds to apply. "At Keyloop, AI is a daily ally: We encourage and train every employee to use our AI tools to boost their creativity and productivity." ## About Keyloop ## Company Overview - **One-liner**: Keyloop is the world’s largest automotive technology company, providing platforms and tools that connect car retailers and manufacturers across more than 90 countries to power the full retail journey. - **Entity Type**: Private (acquired by Francisco Partners in 2021) - **Headquarters**: Reading, United Kingdom - **Founded**: Originated over 40 years ago (as Kerridge); rebranded as Keyloop in 2021 - **Founders**: Original founders not publicly disclosed; the company traces its roots to Kerridge in Hungerford, UK ## Core Business - **Primary industries**: Automotive retail technology, dealer management software, omnichannel retailing, and customer experience solutions - **Target customers**: B2B – automotive retailers (dealerships) and OEMs (car manufacturers) - **Mission or purpose statement**: To use technology to make car buying and servicing simpler, smoother, and better for everyone, putting exceptional experiences first (“Experience-First”). ## Products & Services Keyloop offers a suite of SaaS and integrated solutions for the automotive retail ecosystem. Major offerings include: - **Keyloop DMS (Dealer Management System)** – Core platform for dealership operations (sales, service, parts, finance). - **enquiryMAX** – Sales engagement and lead management platform for dealers. - **RAPID RTC** – Real-time customer communication and service marketing tool. - **MotorDocs** – Digital document management and e-signature solution for vehicle transactions. - **FISC** – Integrated financial services and compliance platform. - **SilverBullet** – Vehicle marketing and merchandising solution to accelerate online sales. - **SERTI** – Warranty and service contract administration platform. - **Automotive Transformation Group (ATG)** – Omnichannel retailing and digital customer journey solutions. ## Market Standing - **Valuation/Market Cap**: Not disclosed (private company) - **Key Metric**: Annual Revenue of GBP 113 million (per LinkedIn, 2025 data) - **Notable Investors/Partners**: Owned by Francisco Partners (a leading tech investment firm); partners with 80+ OEMs and 20,000+ retailers - **Growth Signals**: - Acquired seven companies since 2021 (enquiryMAX, RAPID RTC, MotorDocs, FISC, SilverBullet, SERTI, ATG) - Headcount approximately 1,862 (+4.7% YoY, +108 people) - Global presence: offices across 32 countries including UK, India, Canada, Czechia, Spain - 100,000+ LinkedIn followers (monthly +0.5%, yearly +8.9%) ## Competitive Advantages - **Scale and legacy**: Nearly 50 years of automotive domain expertise; trusted by 20,000+ retailers and 80 OEMs in 90+ countries – the largest global automotive technology company. - **Experience-First platform**: A unified approach that connects the entire customer journey, from online browsing to service bay, differentiating from fragmented point solutions. - **Deep OEM integrations**: Longstanding relationships with manufacturers and a partner ecosystem that makes switching costly for clients. - **Tailored acquisitions**: Strategically adding best-in-class solutions (e.g., ATG for omnichannel, RAPID RTC for communications) to create a comprehensive integrated suite. ## Strategic Focus - **Building the world’s first truly connected auto retail ecosystem** – integrating data, retailers, OEMs, and partners. - **Artificial Intelligence and innovation**: Hiring for AI Solutions Engineer (Salesforce Agentforce) and pushing AI/ML capabilities (CTO Amit Monovich brings cloud/AI expertise from Salesforce). - **Continued acquisition and partner growth**: Actively seeking more partners that share the “Experience-First” vision. - **Sustainability**: “Power to Change” initiative focusing on environmental impact, community volunteering, and employee well-being. ## Why Work Here - **Culture**: “Experience-First” mindset – the same customer-centric philosophy is applied internally, attracting top talent and fostering an environment where meaningful contributions are recognised. - **Flexibility**: Truly flexible and hybrid work opportunities; focus on outcomes rather than days in the office. Offices worldwide for collaboration, but remote work is supported and trusted. - **Growth and development**: Well-established frameworks for career development; employees are empowered to take charge of their own success and learning. - **Diverse teams**: Distributed across 32 countries with a global mindset; roles in engineering, product, customer enablement, sales, marketing, IT, finance, and more. - **Perks**: Emphasis on work-life balance, meaningful work in a rapidly digitising industry, and a chance to shape the future of automotive retail. ## Sources 1. [keyloop.com/careers](https://keyloop.com/careers) 2. [keyloop.com/about-us](https://keyloop.com/about-us) 3. [jobs.lever.co/keyloop](https://jobs.lever.co/keyloop) 4. [linkedin.com/company/keyloop](https://linkedin.com/company/keyloop) 5. [keyloop.com/our-leadership](https://keyloop.com/our-leadership) ## Other roles at Keyloop - [Lead - Network & Design Engineer (DNS, BIND, Route53)](https://feeny.ai/job/lead-network-design-engineer-dns-bind-route53-keyloop-hyderabad-g14kc3krhvw1) — Hyderabad, India - [Project Manager (Netsuite, Salesforce CPQ) - FTC until end of June 2027](https://feeny.ai/job/project-manager-netsuite-salesforce-cpq-ftc-until-end-of-june-2027-keyloop-2dmvrak2d15m) — Montréal, Canada - [Principal Software Engineer](https://feeny.ai/job/principal-software-engineer-keyloop-ho-chi-minh-city-5ypw5fakev0t) — Ho Chi Minh City, Vietnam - [Engineering Lead](https://feeny.ai/job/engineering-lead-keyloop-ho-chi-minh-city-fw16cve680dr) — Ho Chi Minh City, Vietnam - [Windows & Virtualization Engineer](https://feeny.ai/job/windows-virtualization-engineer-keyloop-hyderabad-zds1sp2sc06y) — Hyderabad, India - [Shift Lead (Linux)](https://feeny.ai/job/shift-lead-linux-keyloop-hyderabad-8wv3kjvnk9z2) — Hyderabad, India - [Senior Cloud Engineer (AWS & Azure)](https://feeny.ai/job/senior-cloud-engineer-aws-azure-keyloop-hyderabad-nmv0a6fgr16g) — Hyderabad, India - [Senior Network Engineer, Infrastructure Operations](https://feeny.ai/job/senior-network-engineer-infrastructure-operations-keyloop-hyderabad-81na7sgjnjcp) — Hyderabad, India - [Data Quality Specialist](https://feeny.ai/job/data-quality-specialist-keyloop-hyderabad-h4en8d26jq64) — Hyderabad, India - [Product Operations Specialist – Business Systems Analyst (Fixed Term Contract)](https://feeny.ai/job/product-operations-specialist-business-systems-analyst-fixed-term-contract-h04f3t0jk7fe) — Reading, United Kingdom