Job
In this role, you will handle incoming tickets, analyze production data and logs to identify issues, and drive permanent solutions to ensure the platform operates smoothly.
This listing has been machine translated. Show original
Job technologies
Your role in the team
- Join GLS/NXT as a Technical Support Engineer and help keep the future of out-of-home delivery running smoothly.
- We're building the OOH Platform—a smart parcel locker platform that connects carriers, locker providers, and end customers across Europe.
- As a Technical Support Engineer, you make sure every incident is thoroughly investigated and resolved.
- You handle incoming tickets, analyze logs and data to identify the cause of an issue, and follow each case through to full resolution.
- When an error keeps recurring, you keep digging until you find and eliminate its root cause—and build the processes, metrics, and reporting that make support predictable and transparent.
- If you enjoy digging into complex problems, taking ownership until things are truly fixed, and thriving in a collaborative, fast-paced environment, we'd love to have you on board.
- Let's build the future of logistics—together.
- Own incoming support tickets from triage to resolution, prioritizing by business impact.
- Analyze logs (e.g., Datadog) and production data (SQL) to identify the source of an issue.
- Escalate confirmed bugs to the right team with clear, reproducible reports.
- Act as a technical point of contact for external partners on incidents and integration issues, requesting missing details and following up until each issue is properly resolved.
- Identify recurring cases and drive them to a root-cause fix instead of closing each ticket as a one-off.
- Build deep knowledge of the parcel lifecycle (drop-off, collection, returns, labelless flows, state transitions) and of how carrier and provider integrations behave, including edge cases.
- Build and improve support processes, including triage rules, escalation paths, and follow-up routines.
- Define and track support metrics such as ticket volume, resolution time, recurring issues, and response quality, and prepare regular reports on open issues and trends to push for long-term fixes.
Our expectations of you
Qualifications
- Basic SQL skills for investigating production data.
- Understanding of REST APIs and integrations, with the ability to read request and response payloads.
- Strong analytical thinking and a structured approach to troubleshooting.
- Persistence and ownership in driving issues to resolution.
- Clear written and verbal communication skills in English, with the ability to explain technical issues to partners and internal teams.
Experience
- 3+ years of experience in technical support, application support, or a similar engineering-facing role.
- Hands-on experience analyzing logs and working with monitoring tools (e.g., Datadog).
- Experience with Postman or similar API tools.
- Experience with ticketing and issue tracking tools (e.g., Jira, Zendesk).
- Experience using metrics and reports to drive process decisions.
- Nice to have: a background in logistics, parcel delivery, or e-commerce, and experience managing third-party vendors or carrier integrations.
What we offer
- Dynamic workplace: A digital environment with international projects and space to learn and grow.
- Flexible work conditions: Hybrid working mode with a tailored remote policy.
- Focus on learning: A personal budget (€1,000) for learning and development initiatives.
- Physical space for ideas: A great office space in Berlin Mitte with top-tier equipment.
- Transparent and competitive compensation: A salary package that reflects your expertise and experience.
- Active participation: A clear bonus system that lets you share in your own and the team’s performance.
- Engaging team culture: Monthly team cooking, regular events and offsites.
- Vacation policy: 30 days of annual leave.
- Reward system: Rewards for referring additional team members.
Benefits
Health, fitness & fun
Higher take-home pay
Topics you will work on
Job locations
About your employer
As one of the leading parcel service providers in Germany, we see it as our responsibility to offer our customers top quality. This is ensured by over 8,000 employees nationwide who give their best at around 70 locations. Every year we send over 600 million parcels across Europe thanks to their work.
- 250+ Employees
- Established Company
- Onsite, Hybrid
- Logistics, Transportation
More jobs
These jobs might also interest you
Operation, monitoring, and further development of the network infrastructure. Administration and configuration of firewalls, routers, and switches. Ensuring network availability, performance, and security. Participation in IT security concepts and...
Area of responsibility “DRV Bund IT” is the service provider for Deutsche Rentenversicherung Bund, developing and operating a complex IT system landscape in close coordination with its customers. Our “IT4IT” domain provides IT departments across DRV...
Anyone who joins here not only designs software – they bring machines to life that are recognizable on real construction sites. Software Developer (m/f/d) Basic Engineering Our client is an internationally leading manufacturer of technically...
