Technical Support Specialist

Ubique Systems; München; Presencial; EUR 45.000 - 55.000; Jornada completa

Descripción de la vacante

A leading technology company is seeking a Customer-Facing L1/L2 Support Engineer in Munich, Germany. The successful candidate will provide technical support for Dealer Management Systems (DMS), ensuring high customer satisfaction and operational stability. Applicants should have at least 3 years of IT support experience, a strong understanding of automotive dealership operations, and fluent German (C1) skills. This is a fixed-term contract with an annual salary of approximately €50,000.

Formación

• Minimum 3 years of experience in IT Support (L1/L2) or enterprise software support.
• Experience supporting ERP, DMS, or comparable business-critical systems.
• Strong understanding of automotive dealership operations.

Responsabilidades

• Provide Level 1 and Level 2 support for DMS-related software and system issues.
• Maintain accurate ticket documentation in accordance with ITIL standards.
• Communicate effectively with dealership management and IT administrators.

Conocimientos

DMS experience

ITIL knowledge

L1/L2 support experience

German fluency (C1)

English proficiency

Analytical skills

Educación

Minimum 3 years in IT Support or enterprise software support

Descripción del empleo

DMS or strong automotive /OEM experience is required

ITIL experience is required

L1 / L2 support experience is required

German fluency- C1

fixed term contract around Euro 50K/anum

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. The position ensures operational stability of DMS environments, timely incident resolution, and high customer satisfaction in accordance with defined Service Level Agreements (SLAs).

Key Responsibilities

• Technical Support & Incident Resolution
  • Provide Level 1 and Level 2 support for DMS-related software and system issues
  • Diagnose and resolve incidents related to:
    • Database queries and data inconsistencies
    • Integrations (OEM systems, accounting, CRM, third-party interfaces)
  • Perform root cause analysis and document findings
  • Escalate complex or critical issues to Level 3/Engineering with structured documentation
  • Support system updates, configuration changes, and patch deployments
  • Maintain accurate and complete ticket documentation in accordance with ITIL standards
• 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
    • Financial accounting and reconciliation processes
  • Experience supporting dealership environments associated with OEMs is considered advantageous.
  • 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
  • Ensure adherence to SLAs and customer communication standards
  • Conduct remote support sessions and occasional onsite visits where required
  • Contribute to long-term customer satisfaction and retention
  • Operate within ITIL-aligned incident and problem management processes
  • Identify recurring issues and contribute to preventive measures
  • Maintain and contribute to internal knowledge base documentation
  • Support process optimization initiatives within the support organization

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
  • Professional working proficiency in English
  • 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