Technical Support Engineer

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.
Tasks

- 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.

Requirements

- 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).

- Basic SQL skills for investigating production data.

- Understanding of REST APIs and integrations , with the ability to read request and response payloads.

- Experience with Postman or similar API tools.

- Experience with ticketing and issue tracking tools (e.g., Jira, Zendesk).

- Strong analytical thinking and a structured approach to troubleshooting.

- Persistence and ownership in driving issues to resolution.

- Experience using metrics and reports to drive process decisions.

- Clear written and verbal communication skills in English , with the ability to explain technical issues to partners and internal teams.

- Nice to have: a background in logistics, parcel delivery, or e-commerce, and experience managing third-party vendors or carrier integrations.

Benefits

- 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

About GLS/NXT
GLS/NXT was founded with the mission to build the next generation of logistic experiences driven by technology - core, adjacent & beyond. More specifically, our sphere of interest is the Logistics and eCommerce sector. We are entrepreneurs and hence always start with the user's needs. We are located between Corporate and Startups and leverage the benefits from both (startup speed and corporate muscle). GLS/NXT inhabits different project teams, acting as startups with business responsibility and setting their own vision and mission. GLS/NXT is part of the GLS IT Services GmbH.
Commitment to Diversity
GLS/NXT is an equal opportunity employer, which means we do not discriminate on the basis of race, colour, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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