Application Support Engineer L1 / L2 - Automotive DMS

This is a remote position.

Virtusa helps its Clients by becoming a true extension of their software and data development capabilities. Through the readily set up, comprehensive, and self-governing teams, we let our Clients focus on their business while we make sure that their software products and data tools scale up accordingly and with outstanding quality.

We are looking for experienced team players to fill the position of Application Support Engineer L1 / L2 and participate in our up-and-coming project for our client from the automotive industry.

You can expect:

• Provide L1/L2 production support for DMS-related web applications and services: incident triage, user communication, and resolution within SLA.

• Handle functional troubleshooting across dealership workflows (e.g., Sales, Service, Parts, Accounting) and coordinate with technical teams for deeper fixes.

• Perform evidence-based diagnostics: logs, monitoring dashboards, reconciliation checks, and basic SQL queries where applicable.

• Maintain and continuously improve SOPs/runbooks/KB articles; ensure high-quality ticket documentation and handovers.

• Coordinate escalations to L3/vendors when required; track issues to closure and communicate status clearly to stakeholders.

• Support releases/rollouts and production cutovers; work in a shift model (08:00–18:00) with occasional weekend/on-call coverage during rollouts.

• Drive recurrence reduction by contributing to RCA inputs and preventive actions (process or configuration improvements).

Requirements

• Automotive domain experience nice to have; DMS/dealership operations experience strongly preferred.

• Strong German B2+/C1 and English B2+.

• Strong experience in L1/L2 application/production support in enterprise environments (web applications/services).

• Solid incident management skills: ticket ownership, prioritization, stakeholder communication, and documentation discipline.

• Familiarity with ITSM/ITIL processes (incident/problem/change); experience with ServiceNow (or similar) is a plus.

• Basic diagnostics capability: logs/monitoring; ability to run/understand basic SQL for investigation is an advantage.

• Willingness to work shifts and occasional weekend/on-call during rollouts.