Support Engineer(Automotive)

Key Responsibilities

Provide L1/L2 production support for Dealer Management System (DMS) applications.

Act as the first and second line of support for dealership users, handling incidents and service requests.

Perform initial troubleshooting, issue analysis, and triaging, escalating complex issues to L3 when required.

Support key dealership workflows, with the understanding that deep expertise in at least one area is sufficient:

Vehicle sales and order processing

Inventory and stock management

Service & aftersales operations

Warranty and billing processes

Monitor application health and business transactions, ensuring minimal disruption to dealer operations.

Log, track, and resolve tickets using ITIL-based incident and request management processes.

Provide timely updates to German-speaking stakeholders and users.

Maintain knowledge base articles and SOPs for common issues.

Collaborate with L3, development, and infrastructure teams for issue resolution.

Mandatory Skills & Experience

Experience in application/production support (L1 or L2 level) OR strong dealership experience with IT/system responsibility.

Strong understanding of the Dealer Management System (DMS) domain.

Hands-on experience with at least one dealership function (Sales, Service, Parts, Warranty, Billing, etc.).

Familiarity with:

Dealer operations (sales, service, parts, warranty, billing)

Basic technical knowledge in one or more (troubleshooting level is sufficient):

.NET / Java / C++ / Mainframe (COBOL)

Experience with:

Ticketing tools

ITIL processes (Incident & Request Management)

Basic scripting or query skills (SQL, Shell, etc.) are a plus

Strong analytical and problem-solving skills