Customer-Facing L1/L2 Support Engineer – DealerManagement Systems (DMS)Location GermanyDepartment Customer Support / Technical ServicesReports To Support Manager / Head of Customer OperationsEmployment Type Full-TimePosition SummaryThe Customer-Facing L1/L2 Support Engineer – Dealer Management Systems (DMS) isresponsible for providing first- and second-level technical support to automotive dealershipcustomers across Germany.This role combines IT troubleshooting expertise, deep understanding of dealership businessprocesses, and professional stakeholder communication. Key Responsibilities1. Technical Support & Incident Resolution● Provide Level 1 and Level 2 support for DMS-related software and system issues● Diagnose and resolve incidents related to ○ Application functionality2. Dealership Operations SupportProvide functional support aligned with automotive dealership workflows, including ● Vehicle sales management (new and used vehicles)● Service and workshop operations● Parts and inventory management● Warranty processing and claims3. Customer & Stakeholder Management● Serve as a primary contact for assigned dealership customers● Communicate effectively with dealership management, IT administrators, andoperational leads● Provide structured updates during incident handling and escalationsRequired QualificationsEducation & Experience● Minimum 3 years of experience in IT Support (L1/L2) or enterprise software support● Experience supporting ERP, DMS, or comparable business-critical systemsTechnical Competencies● Solid knowledge of ○ Microsoft Windows environments○ SQL databases○ Basic networking conceptsDomain Knowledge● Strong understanding of automotive dealership operations● Familiarity with German regulatory, tax, and accounting considerations within dealershipenvironments is preferred● Experience working directly with dealership personnel is advantageousLanguage Requirements● Fluent German (C1/C2 level required)● Professional working proficiency in EnglishCompetencies● Customer-centric mindset● Strong analytical and problem-solving skills● Structured and solution-oriented working styl Job SummaryJob number: CREQ263791Profession: OtherExperience: 5
Consultant Arbeitgeber: Virtusa
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