Support Engineer - German C1

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
• German language proficiency at native or near-native level (C1) - Mandatory

Domain & System Experience Experience with DMS platforms such as:

• AlphaPlus
• Vaudis / Vaudis X
• Autoline
• Similar systems used in automotive retail
• Experience working with OEM ecosystems