Support Engineer(Automotive)

Avance Consulting; Frankfurt; In loco; EUR 42.000 - 62.000; Tempo pieno

Descrizione del lavoro

Avance Consulting is seeking an agile L1/L2 production support specialist for Dealer Management System (DMS) applications in Frankfurt. You will act as the first and second line of support for dealership users, handling incidents and service requests with strong focus on sales, service, parts, warranty, and billing workflows.

You will perform initial troubleshooting, issue analysis, and triage, escalating complex issues to L3 when required, while logging and tracking tickets using ITIL-based

Competenze

• Experience in application/production support (L1 or L2) or strong dealership IT/system responsibility.
• Strong understanding of the DMS domain.
• Hands-on experience with at least one dealership function (Sales, Service, Parts, Warranty, Billing).
• Familiarity with dealership operations (sales, service, parts, warranty, billing).
• Basic technical knowledge in troubleshooting (ticketing tools; SQL/Shell is a plus).
• Strong analytical and problem-solving skills.

Mansioni

• Provide L1/L2 production support for DMS applications and act as first/second line of contact for dealership users.
• Perform initial troubleshooting, issue analysis, triage, and escalate to L3 when needed.
• Log, track, and resolve tickets using ITIL-based processes and provide timely updates to stakeholders.
• Maintain knowledge base articles and SOPs for common issues.
• Collaborate with L3, development, and infrastructure teams to resolve issues.

Conoscenze

DMS domain knowledge

L1/L2 support

Dealership function experience

Strumenti

Ticketing tools

SQL

Shell

Descrizione del lavoro

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):

Experience with:

• Ticketing tools
• Basic scripting or query skills (SQL, Shell, etc.) are a plus
• Strong analytical and problem-solving skills