{"id":4034036,"url":"https://alion.io/job/glsnxt-technical-support-engineer","title":"Technical Support Engineer","company":{"id":674433,"name":"GLS/NXT","domain":"glsnxt.com","url":"https://alion.io/company/glsnxt","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Join","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Berlin, Germany"],"countries":["DE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Datadog","optional":false},{"name":"Jira","optional":false},{"name":"Postman","optional":false},{"name":"Rest API","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-11-10T16:31:02Z","employer_posted_date":null,"last_verified_at":"2026-11-10T16:31:02Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"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.\nAs 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.\nIf 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.\nTasks\nOwn incoming support tickets from triage to resolution, prioritizing by business impact.\n\nAnalyze logs (e.g. Datadog) and production data (SQL) to find where an issue originates.\n\nEscalate confirmed bugs to the right team with clear, reproducible reports.\n\nAct 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.\n\nIdentify recurring cases and drive them to a root-cause fix instead of closing each ticket as a one-off.\n\nBuild 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.\n\nBuild and improve support processes, including triage rules, escalation paths, and follow-up routines.\n\nDefine 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.\n\nRequirements\n3+ years of experience in technical support, application support, or a similar engineering-facing role.\n\nHands-on experience analyzing logs and working with monitoring tools (e.g., Datadog).\n\nBasic SQL skills for investigating production data.\n\nUnderstanding of REST APIs and integrations, with the ability to read request and response payloads.\n\nExperience with Postman or similar API tools.\n\nExperience with ticketing and issue tracking tools (e.g., Jira, Zendesk).\n\nStrong analytical thinking and a structured approach to troubleshooting.\n\nPersistence and ownership in driving issues to resolution.\n\nExperience using metrics and reports to drive process decisions.\n\nClear written and verbal communication skills in English, with the ability to explain technical issues to partners and internal teams.\n\nNice to have: a background in logistics, parcel delivery, or e-commerce, and experience managing third-party vendors or carrier integrations.\n\nBenefits\nDynamic workplace: A digital environment with international projects and space to learn and grow\n\nFlexible work conditions: Hybrid working mode with a tailored remote policy\n\nFocus on learning: A personal budget (1.000€) for learning and development initiatives\n\nPhysical space for ideas: A great office space in Berlin Mitte with top-tier equipment\n\nTransparent and competitive compensation: A salary package that reflects your expertise and experience.\n\nActive participation: A clear bonus system enabling participation in your and the team’s performance\n\nEngaging team culture: Monthly team cooking, regular events and offsites\n\nVacation policy: 30 days of yearly holiday\n\nReward system: Rewards for the recommendation of additional team members\n\nAbout GLS/NXT\nGLS/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.\nCommitment to Diversity\nGLS/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.\nFind Jobs in Germany on Arbeitnow","description_format":"text","description_chars":4723,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Hybrid work"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Transportation & Logistics","Logistics"],"lifecycle":[{"event":"open","at":"2026-11-10T19:33:30Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":58,"reasons":["seen:0","win:early"],"computed_at":"2026-11-10T21:37:19Z"},"pay":null,"html_url":"https://alion.io/job/glsnxt-technical-support-engineer","json_url":"https://alion.io/job/glsnxt-technical-support-engineer.json","meta":{"generated_at":"2026-11-10T21:37:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":444,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":674433},"rest":"https://alion.io/mcp/rest/get_company?id=674433"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fglsnxt-technical-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fglsnxt-technical-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fglsnxt-technical-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/glsnxt-technical-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fglsnxt-technical-support-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4034036}},{"tool":"search_jobs","arguments":{"company":"glsnxt.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4034036},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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