Support Engineer

Team: OOH (Smart Locker Parcel Platform)

Company: GLS NXT

Location: Berlin

About the role

The OOH team builds a smart locker parcel platform that connects carriers, locker providers, and end customers across Europe.

As a 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. Recurring cases get special attention: when an error keeps coming back, you push until its root cause is found and eliminated. You also build the processes, metrics, and reporting that make support predictable and transparent.

What you'll do

Ticket handling and investigation

• 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.

Partner communication and follow-up

• Act as a technical point of contact for external partners on incidents and integration issues.
• Identify recurring cases and give them extra attention, so the root cause gets fixed instead of each ticket being closed as a one-off.
• Make sure every investigation is backed by complete information. Request missing details and follow up until the issue is properly resolved.

Business logic expertise

• Know the parcel lifecycle in depth: drop-off, collection, returns, labelless flows, and state transitions.
• Understand how carrier and provider integrations behave, including edge cases.

Process, metrics and reporting

• 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 help the team and management push for long-term fixes.

What we're looking for

Must have

• 2+ years in technical support, application support, or a similar engineering-facing role.
• Hands-on experience analyzing logs and working with monitoring tools.
• Basic SQL skills for investigating production data.
• Understanding of REST APIs and integrations, and the ability to read request and response payloads.
• Experience with Postman or similar API tools.
• 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 spoken English.
• Experience with ticketing and issue tracking tools (e.g. Jira).

Nice to have

• Background in logistics, parcel delivery, e-commerce, or IoT/hardware-connected platforms.
• Experience managing third-party vendors or carrier integrations.

What we offer

[Benefits, team culture, growth opportunities, etc.]