Support Engineer - Aftersales (f/m/x)

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

TO SUCCEED YOU NEED

• Degree in Computer Science, Information Technology, or equivalent experience

• Strong problem-solving mindset and ability to work independently

• Technical proficiency and quick learning ability

• Interest in AI technologies and support automation

• Practical experience with SQL for data validation and troubleshooting

• Basic understanding of web technologies such as HTML and CSS

• Good knowledge of ITSM concepts and hands-on experience with ITSM tools

• Basic programming skills (Python or Kotlin preferred) and ability to work with scripts

• Ability to design and implement automated workflows

THERE WILL BE BIG SMILES IF YOU HAVE:

• Experience with AI/ML tools or frameworks

• Exposure to monitoring tools and performance metrics

YOU WILL BE HAPPY WITH

• Open source software

• No top-down hierarchy. We trust in your self-organization

• Colleagues that are as smart, hardworking and driven as you

• An amazing open-minded and informal culture with the backup of a giant company like Mercedes-Benz

• IPhone, MacBook Pro or Dell (your choice) and noise-cancelling headphones

• Health insurance for you and your family

• Life insurance

• Proactive self-development in international Trainings and Conferences

• Language Training courses

• Wellbeing actions (massages, nutrition sessions, happy hour and more)

• Brand Connection Perks

• Much more cool stuff …

THIS IS WHAT OUR PROCESS LOOKS LIKE

1. Screening call with our recruiter to get to know your motivation & your experience 

2. 1st Technical Live Challenge (1h)

3. 2nd Technical Interview (1h)

4. Final Interview (1h)

5. Offer

WHAT YOU'LL NEED TO KNOW ABOUT US

Mercedes-Benz.io develops software and technology for the digital platforms of Mercedes-Benz. Our main products are the Mercedes-Benz Website worldwide, the e-commerce platform, digital services and aftersales solutions.

We have a fantastic team with people from all over the world. We encourage frequent collaboration and pairing across disciplines. English is the main working language.

Mercedes-Benz.io is an equal opportunities employer. We believe that diverse experiences and a broad collective perspective lead to a better company culture and better products.

Interested in engaging with a continuously evolving company to work hard, play hard and party hard? If so, please send your resumé (in English and PDF).