Technical Support Engineer

With a global team of 5600+ IT professionals, DHL IT Services connects people and keeps the global economy running by continuously innovating and creating sustainable digital solutions. We work beyond global borders and push boundaries across all dimensions of logistics. You can leave your mark shaping the technology backbone of the biggest logistics company of the world. All our locations have earned the #GreatPlaceToWork certification, reflecting our commitment to exceptional employee experience.

Digitalization. Simply delivered

At IT Services, we are passionate about JAVA, C# and mobile technologies. Our Self Service Solutions team is continuously expanding. We are looking for a Senior Test Automation Engineer. In our diverse environment you can always grow depending on your qualification level.

We are working in an agile way. This means that our teams are completely product oriented, have end to end responsibility both for the product in development and in production. The same people not only take care of the application, but also of the business side of the product. The everyday work is typically organized using agile frameworks. This means the implementation of daily scrum, reviews, and retrospectives.

Grow together.

Our mission in Self Service Solutions is “We strive for a Business Partner and Product centric organization, that lives E2E responsibility by maximizing team empowerment”. In our team we are building a team culture with proactive E2E mindset enabling us as IT Services Self Service Solutions to be a competitive advantage for the group. We are responsible for round about 14.000 lockers from DHL all over Germany. We currently have 3 different types of lockers in use. The Packstation Classic with its focus on Java, the Lean Packstation with its focus on Java, iOS and Android and the Poststation. The Poststation is a combination of a Classic and a Retail Store with a focus on C# and React. Our test automation development is based on gherkin, cucumber, java and playwright. Like our company, our team is quite global. We have technical teams located in Chennai, Prague, Darmstadt, Berlin and Bonn. To help us collaborate better, we are using tools like Teams, Jira, Confluence or Mural. You will find a nice mix of motivated people, typically geeks who are passionate about technology and who are reading about IT, even after work. But most importantly, we are a team where everyone supports each other even in tough times and where every single member tries to make things better every day

Ready to embark on the journey? Here’s what we are looking for:

As a 3rd Level Support Engineer, you will be responsible for the technical operation, incident resolution, and continuous improvement of the Broker and LPS backend services. Working in an international environment, you will collaborate closely with global stakeholders, ensuring stability, performance, and reliability of critical applications. This role requires strong analytical capabilities, a high sense of ownership, and a proactive mindset in identifying and resolving technical and procedural issues.

Key Responsibilities

• Handle Incidents and Service Requests in 3rd Level Support for the Broker and LPS applications, ensuring timely and accurate resolution.
• Daily Monitoring the Broker and LPS backend services, applications and interfaces to ensure stability, availability, and proper system behavior.
• Perform proactive and reactive Problem Management, including detailed root cause analysis and preparation of both workaround and permanent solution proposals.
• Support the Service Owner in the preparation and execution of Change Requests according to ITIL processes.
• Participate in operational acceptance tests and rollout activities, ensuring production readiness.
• Execute smoke tests on various environments to validate service functionality and early identify potential issues before deployment and “Going-Live”.
• Create ad-hoc database reports based on Service Requests and operational needs.
• Optimize the performance of database queries and existing SQL reports, identifying opportunities for improving overall system efficiency.
• Develop and propose improvement measures for processes, system components (especially the existing PACKSTATION Broker applications and their interfaces), and operational workflows.

Personal Requirements

• Excellent communication skills in English, with the ability to convey technical information clearly and professionally to diverse stakeholders.
• Strong analytical and problem-solving capabilities, enabling effective handling of complex incidents and identification of long-term corrective measures.
• Self-driven and well-organized working style, with the ability to manage priorities independently while ensuring high-quality delivery.
• Proven ability to work effectively in international, virtual, and cross-functional teams, demonstrating cultural awareness and collaborative mindset.
• High customer orientation, ensuring responsiveness, ownership, and reliable support throughout the entire incident lifecycle.
• Resilience and adaptability when dealing with high-pressure situations, critical incidents, and changing business priorities.
• Detail-oriented approach to documentation, ensuring accuracy and clarity in technical guidelines, knowledge articles, and operational procedures.
• Continuous improvement mindset, with a willingness to learn new technologies, follow standards, and contribute to process optimization.

Professional Requirements

• Excellent SQL and PL/SQL skills, with hands-on experience in Oracle environments and in the administration and optimization of complex database structures.
• Very strong Java development skills, ideally with experience in maintaining and enhancing enterprise-grade applications.
• Advanced Linux expertise, including system administration, troubleshooting, and performance tuning in production environments.
• Strong scripting capabilities (e.g., shell scripting, Python, etc.) to support automation, monitoring, and operational workflows.
• In-depth knowledge of the ELK Stack (Elasticsearch, Logstash, Kibana), including log analysis, dashboard design, and performance optimization.
• Excellent knowledge of Global ServiceNow (Service Management Tool), particularly across incident, problem, change, and request management processes.
• ITIL 4 Foundation certification or equivalent understanding of IT Service Management best practices.
• Strong expertise in Oracle WebLogic, including configuration, deployment, performance tuning, and operational troubleshooting of middleware environments.
• Very good knowledge of Quarkus, including development, deployment, and optimization of cloud-native or microservice-based Java applications.

An array of benefits for you:

• Hybrid work arrangements to balance in-office collaboration and home flexibility.
• Annual Leave: 42 days off apart from Public / National Holidays.
• Medical Insurance: Self + Spouse + 2 children. An option to opt for Voluntary Parental Insurance (Parents / Parent -in-laws) at a nominal premium covering pre existing disease.
• In House training programs: professional and technical training certifications.