Support Engineer - Aftersales (f/m/x)
fulltime_permanent mid_levelJob Overview
HEY THERE!
We are Mercedes-Benz.io. Our mission is to ignite and build the digital solutions for Mercedes-Benz by forming a tribe of digital enthusiasts that drive Mercedes-Benz digital future.
Therefore, we offer you flexibility! You can choose to work remotely from any location in Mainland Portugal or from our offices in Lisbon or Braga. Nonetheless, our tribe is our beating heart so we often organize company events and gatherings to bring MB.ioneers together. While some are optional, we would require your presence for certain team events and/or occasions."
We don’t care about your shoes, as long as you are wearing the right attitude. At Mercedes-Benz.io we walk the talk and make things happen. We do not digitize for the sake of being digital but for a better tomorrow for our customers. That’s not our job; it’s our passion. Therefore, we love to reflect and challenge everything – the status quo, Mercedes-Benz, and ourselves. We share the same beliefs and stand up for each other and this is why we hire unique people to join our Tribe of digital enthusiasts.
WHAT IS AFTERSALES?
In our Aftersales Unit, we create seamless customer experiences in Web, App, eCommerce and high context domains across the three core business segments Service, Accident and Parts Trading.
With products such as Online Appointment Booking and Mobile Apps like the Mercedes me Service App, we merge technology innovations with customer requirements in easy-to-use products that our customers love.
As a Support Engineer you will take ownership of technical issues, ensure reliable application support across the full stack, and help drive stable and efficient operations for our Aftersales products.
IN THIS ROLE YOU WILL
Provide effective 1st and 2nd level support for applications and related systems
Perform root-cause analysis for recurring issues and implement fixes or workarounds
Ensure the effective front- and back-end functionality of applications and supporting them full stack
Design and establish support flows and automated systems to reduce incoming support requests
Develop AI-driven solutions to assist in resolving support issues and enhance self-service capabilities
Work with ITSM tools (e.g., Jira) to manage tickets and maintain proper documentation
Coordinate and assist with release upgrades, patches, and hotfixes
Discuss problems and achieve solutions in an efficient, pragmatic manner