Virtusa

• Fluent German (C1/C2 level required)

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

• 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
• Dealership Operations Support

Provide Functional Support Aligned With Automotive Dealership Workflows, Including

• Vehicle sales management (new and used vehicles)
• Service and workshop operations
• 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