Level 2 Technical Support Engineer with Italian (On-site | Relocation in Italy Required)

As a Level 2 Technical Support Engineer, you will provide advanced technical support for complex vehicle issues and act as a key escalation point for Level 1 teams and dealers.

• Provide second-level technical support for complex vehicle issues
• Support Level 1 agents and assist dealers remotely in resolving advanced cases
• Diagnose and resolve complex technical issues across vehicle systems
• Collaborate with Technical Delegates, Engineering, Quality and Suppliers
• Contribute to improving repair efficiency, service quality and customer satisfaction
• Support technical investigations and contribute to root cause analysis

Your role has a direct impact on customer satisfaction, service quality, repair time and cost efficiency.

Key Responsibilities

• Handle technical tickets 
• Provide remote support and guidance to dealers
• Escalate and coordinate complex cases with internal stakeholders
• Monitor open technical issues and trigger technical discussions when needed
• Support Technical Delegates in field activities when required
• Ensure continuity of service by supporting team workload when needed
• Apply internal processes (e.g. ITEM) to provide solutions and reduce ticket volume
• Manage a minimum of ~3 tickets/day as Level 2 (plus additional Level 1 support during peak phases)

Technical Requirements:

• Strong experience in aftersales automotive and technical diagnostics
• Solid knowledge of automotive systems and diagnostic tools (e.g. Diagbox, wiTECH)
• Ability to read and interpret wiring diagrams and technical documentation

✔️ Expertise in at least one of the following areas:

• Chassis & Body
• Telematics / Connectivity / OTA updates
• Low emission vehicles (LEV, PHEV, etc.)
• Engine & Gearbox (Gasoline/Diesel)
• Ability to analyze complex technical issues and provide structured solutions

Soft Skills:

• Customer-oriented mindset and cost awareness
• Strong organizational and coordination skills
• Ability to work with cross-functional teams
• Clear communication and knowledge-sharing abilities
• Autonomous, proactive and well-organized

Languages

✔️ Fluent in Italian 

Our world is dynamic, full of opportunities and our clients and colleagues constantly inspire us. However, we know that performance and engagement also depend on a healthy work environment that values people and their well-being.

That’s why we have created a benefits package designed to make your life more comfortable in our team, where you can feel supported and appreciated.

Here’s what we offer:

• Meal vouchers 🍽️
• Easter and Christmas gift vouchers (discretionary): During the holidays, you will receive gift vouchers on a separate card, helping you enjoy shopping and surprise your loved ones with beautiful presents. 🎁
• Private clinic medical subscription: With the medical subscription we provide, you can ensure that your health is taken care of efficiently and comfortably. 🏥
• Discounts at partner dental clinics: Take advantage of discounts at our partner dental clinics to maintain your oral health at a more affordable price. 🦷
• Internal Courses: LinkedIn Learning and other internal tools💻
• Referral bonuses: We offer you attractive bonuses for recommending talented new colleagues. 💶
• Christmas party: An annual tradition that we look forward to, where we reconnect and enjoy together in a festive atmosphere! 🎉

Other benefits according to legal provisions:

• Reimbursement for glasses.👓
• Reimbursement for business travel.🚗

Let’s shape the future together!