Job
In diesem Job bearbeitest du eingehende Tickets, analysierst Produktionsdaten und Fehlerprotokolle zur Ursachenfindung und treibst dauerhafte Lösungen voran, um sicherzustellen, dass die Plattform reibungslos funktioniert.
Job-Technologien
Deine Rolle im 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 find the source of a failure, and follow each case through until it's fully fixed.
- When an error keeps coming back, you push until its root cause is found and eliminated - and you build the processes, metrics, and reporting that make support predictable and transparent.
- If you enjoy digging into complex problems, take ownership until things are truly fixed, and thrive in a collaborative and fast-moving 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 find where an issue originates.
- 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.
Unsere Erwartungen an dich
Qualifikationen
- 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.
Erfahrung
- 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.
Unser Angebot
- 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 enabling participation in your and the team's performance.
- Engaging team culture: Monthly team cooking, regular events and offsites.
- Vacation policy: 30 days of yearly holiday.
- Reward system: Rewards for the recommendation of additional team members.
Benefits
Gesundheit, Fitness & Fun
Mehr Netto
Themen, mit denen du dich im Job beschäftigst
Job-Standorte
Das ist dein Arbeitgeber
Als einer der führenden Paketdienstleister in Deutschland sehen wir uns in der Verantwortung unseren Kunden eine Top-Qualität zu bieten. Dafür sorgen über 8.000 Mitarbeiter bundesweit, die an rund 70 Standorten ihrBestes geben. Jährlich versenden wir durch ihren Einsatz europaweit über 600 Mio. Pakete.
- 250+ Mitarbeitende
- Etablierte Firma
- Onsite, Hybrid
- Logistik, Transport
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