Customer-Facing L1/L2 Support Engineer – Dealer
Management Systems (DMS)
Location Germany
Department Customer Support / Technical Services
Reports To Support Manager / Head of Customer Operations
Employment Type Full-Time

Position Summary
The Customer-Facing L1/L2 Support Engineer – Dealer Management Systems (DMS) is
responsible for providing first- and second-level technical support to automotive dealership
customers across Germany.
This role combines IT troubleshooting expertise, deep understanding of dealership business
processes, and professional stakeholder communication. 

Key Responsibilities
1. 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 functionality
2. Dealership Operations Support
Provide 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 claims

3. Customer & Stakeholder Management
● Serve as a primary contact for assigned dealership customers
● Communicate effectively with dealership management, IT administrators, and
operational leads
● Provide structured updates during incident handling and escalations
Required Qualifications
Education & Experience
● Minimum 3 years of experience in IT Support (L1/L2) or enterprise software support
● Experience supporting ERP, DMS, or comparable business-critical systems

Technical Competencies
● Solid knowledge of
○ Microsoft Windows environments
○ SQL databases
○ Basic networking concepts
Domain Knowledge
● Strong understanding of automotive dealership operations
● Familiarity with German regulatory, tax, and accounting considerations within dealership
environments is preferred
● Experience working directly with dealership personnel is advantageous

Language Requirements
● Fluent German (C1/C2 level required)
● Professional working proficiency in English

Competencies
● Customer-centric mindset
● Strong analytical and problem-solving skills
● Structured and solution-oriented working styl