Technical Support Engineer

GLS/NXT

. Own incoming support tickets from triage to resolution, prioritizing by business impact .

Posted 11/11/2026full-timeBerlin • GermanyMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support and application troubleshooting, with a strong focus on analyzing logs, managing support tickets, and driving process improvements. Proficient in SQL and familiar with REST APIs, ensuring effective communication and collaboration with external partners.

Highest-signal resume keywords

Technical Support ExperienceLog Analysis Using DatadogBasic SQL SkillsUnderstanding of REST APIsExperience with Ticketing Tools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Log AnalysisSQLREST APIsTroubleshootingSupport Metrics Tracking

Soft Skills

Analytical ThinkingPersistenceClear Communication

Tools & Technologies

DatadogPostmanJiraZendesk

Industry Keywords

LogisticsParcel DeliveryE-CommerceIntegration Issues

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Own incoming support tickets from triage to resolution, prioritizing by business impact
Analyze logs using tools such as Datadog and production data using SQL to identify issue origins
Escalate confirmed bugs to the appropriate team with clear, reproducible reports
Serve as a technical point of contact for external partners regarding incidents and integration issues
Request missing details and follow up until issues are properly resolved
Identify recurring cases and drive root-cause fixes
Build knowledge of parcel lifecycles, including drop-off, collection, returns, labelless flows, and state transitions
Understand carrier and provider integrations, 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
Prepare regular reports on open issues and trends to drive long-term fixes

Requirements

What you’ll need

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 such as Datadog
Basic SQL skills for investigating production data
Understanding of REST APIs and integrations, including reading request and response payloads
Experience with Postman or similar API tools
Experience with ticketing and issue tracking tools such as Jira and 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
Nice to have: background in logistics, parcel delivery, or e-commerce
Nice to have: experience managing third-party vendors or carrier integrations

Benefits

Comp & perks

30 days of annual leave
Hybrid working mode with a tailored remote policy
Personal budget of 1.000€ for learning and development initiatives
Great office space in Berlin Mitte with top-tier equipment
Clear bonus system enabling participation in individual and team performance
Monthly team cooking
Regular events and offsites
Rewards for employee referrals