Job Description
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
○ Database queries and data inconsistencies

2. Dealership Operations Support
Provide functional support aligned with automotive dealership workflows, including:
● Vehicle sales management (new and used vehicles)
● Service and workshop operations

3. Customer & Stakeholder Management
● Serve as a primary contact for assigned dealership customers
● Communicate effectively with dealership management, IT administrators, and
operational leads
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

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 style
● Ability to manage multiple priorities in a dynamic environment
● High level of accountability and ownership
● Professional communication skills, including handling escalations