Support engineer

Gattaca PBS
Berlin, Germany
2 days ago

Role details

Contract type
Temporary contract
Employment type
Full-time (> 32 hours)
Working hours
Regular working hours
Languages
English, German

Job location

Berlin, Germany

Tech stack

Java
.NET
C++
COBOL
Mainframes
SQL Databases
Scripting (Bash/Python/Go/Ruby)

Job description

  • 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.

Requirements

  • 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):
  • .NET / Java / C++ / Mainframe (COBOL)
  • Experience with:
  • Ticketing tools
  • ITIL processes (Incident & Request Management)
  • Basic scripting or query skills (SQL, Shell, etc.) are a plus
  • Strong analytical and problem-solving skills
  • German language proficiency at native or near-native level (C1) - Mandatory

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