Level 1 Technical Support Engineer with german

Segula Technologies

2d • Remote

About The Position

As a Level 1 Technical Support Agent, you will be the first point of contact for technical support in the vehicle repair process, supporting local dealer networks. You will provide first-level support to repairers (dealerships/workshops), communicate directly with repairers in their local language (German), identify and understand technical issues encountered on vehicles, ensure that all recommended diagnostic steps and procedures are followed, provide solutions when available or guide repairers toward resolution, and escalate complex cases to Level 2 support when needed. You will work in line with established technical assistance processes and standards. Your goal is to resolve technical incidents as quickly as possible and at the lowest cost, ensuring high-quality support for the network.

Requirements

• Experience in aftersales automotive and technical diagnostics
• Strong understanding of vehicle systems and components
• Familiarity with OTA (Over-the-Air) updates and software-related issues
• Ability to analyze technical problems and provide structured solutions
• Ability to clearly explain technical topics (written & verbal)
• Fluent in German

Nice To Haves

• Result-oriented and well-organized
• Strong communication skills (written and spoken)
• Customer-focused mindset
• Attention to detail and problem-solving attitude

Responsibilities

• Manage and track support cases using internal systems (PAMIR)
• Ensure full traceability of each case
• Respect service level agreements (SLAs) and response times
• Handle an average of ~10 tickets per day
• Ensure timely resolution according to standard lead times
• Provide first-level support to repairers (dealerships/workshops)
• Communicate directly with repairers in their local language (German)
• Identify and understand technical issues encountered on vehicles
• Ensure that all recommended diagnostic steps and procedures are followed
• Provide solutions when available or guide repairers toward resolution
• Escalate complex cases to Level 2 support when needed
• Work in line with established technical assistance processes and standards

Benefits

• Meal vouchers
• Easter and Christmas gift vouchers (discretionary)
• Private clinic medical subscription
• Discounts at partner dental clinics
• LinkedIn Learning and other internal tools
• Referral bonuses
• Christmas party
• Reimbursement for glasses
• Reimbursement for business travel

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed