Business Support Engineer

Daimler Truck
Bengaluru
Workplace: HybridFull timeFunction: Product ManagementExperience: 3-6 yearsEducation: bachelorsSkills: ["Problem-solving","Analytical skills","Root cause analysis","Communication","Organizational and time management"]

Provide L2 support for the warranty management process, investigating failures and performing root cause analysis to improve issue resolution. You’ll address escalated technical problems for systems such as Salesforce and ServiceNow, coordinate with internal teams, and monitor ticket flow and SLA/KPI performance. Build dashboards and automate workflows using AI solutions, update documentation/knowledge bases, and implement change requests for continuous process improvement.

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FursaFursa
Daimler Truck
Daimler Truck
2 days ago

Business Support Engineer

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Provide L2 support for the warranty management process, investigating failures and performing root cause analysis to improve issue resolution. You’ll address escalated technical problems for systems such as Salesforce and ServiceNow, coordinate with internal teams, and monitor ticket flow and SLA/KPI performance. Build dashboards and automate workflows using AI solutions, update documentation/knowledge bases, and implement change requests for continuous process improvement.
Location: Bengaluru
Workplace: Hybrid
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Handle warranty L2 support by analyzing warranty processes, identifying bugs, and performing root cause analysis.
  • •Address escalated technical issues for warranty management systems and coordinate with internal teams to resolve complex problems.
  • •Monitor and report ticket inflow/outflow, resolution times, and user management metrics for audits.
  • •Develop dashboards with KPIs to track performance and identify improvement opportunities, and regularly update the knowledge base and documentation.
  • •Implement change requests and automate support processes using AI-powered solutions, including scripts for ticket assignment/routing and self-service/virtual assistant options.

Key Requirements

  • •B.Tech or BE degree.
  • •3–6 years of experience in warranty claim support and business process analysis for the automotive industry.
  • •Strong problem-solving, analytical, and root cause analysis skills (analyze patterns; apply RCA methodology).
  • •Basic knowledge of ServiceNow and Jira; familiarity with user stories in software development.
  • •Proficiency in automation scripting and basic SQL knowledge; knowledge of ITIL practices.
Experience:3-6 yearsAutomotiveWarranty
Education:Bachelor's
Skills:Problem-solvingAnalytical skillsRoot cause analysisCommunicationOrganizational and time management
Tech Stack:SalesforceServiceNowJiraSQLExcelAIAutomation

Company Brief

Daimler Truck
Designs, manufactures and sells commercial vehicles including trucks, buses and related services. Focuses on global transportation solutions, powertrains, electrification and digital services for freight and passenger mobility across multiple regions.
Industry: Automotive
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Leinfelden-Echterdingen, Germany
Founded: 2021
WebsiteLinkedIn