Senior Software Engineer

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