DHL

Your IT Future, Delivered

IT Solutions Consulting Analyst – API Customer 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 #GreatPlaceToWork certification, reflecting our commitment to exceptional employee experiences.

Digitalization. Simply delivered.

At IT Services, we are passionate about technology. Our ITS Digital Platforms team is continuously expanding. No matter your level of development proficiency, you can always grow within our diverse environment.

#DHL #DHLITServices #GreatPlace #API #Customer #Support

Grow together

Join our Group API – API Customer Support team, which mission is to provide best-in-class support to our internal & external customers and business partners throughout the group.

We are looking for a new colleague to join our team to enable, support and guide our customer of Group APIs, which are connecting the entire company together. You will provide reactive and proactive support, review support activities and maintain documentation for ever-improving support quality, collaborate effectively with development teams, and when it comes to our customers, communicating effectively is the key.

You will play a key role in building exceptional relationship with our customers and API product owners, and your proposals on improvements in product roadmaps, processes, service quality, security or API design, that is all welcome in your support league.

Within the API development teams, we are using modern product development approaches, with focus on micro-service architecture, reusability, cloud technologies, and most of all, building products that matter and bring value.

You will provide guidance to a small team of support engineers, promoting best practices guaranteeing quality and long-term sustainability. Your willingness to learn new technologies, coupled with your leadership, problem-solving and communication skills, makes you instrumental in our commitment to exceptional API Customer Support experience.

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

• University degree or equivalent qualification, preferably in information technology or a related subject.
• Excellent command of English. Knowledge of German, or a willingness to acquire it is advantageous.
• Very good communication skills and excellent analytical skills.
• Customer first mentality and the ability to understand the customer needs.
• Knowledge of IT architecture (microservices, REST and service-oriented architecture), data architecture, internet standards, API specification standards (Open API/Swagger), cloud computing, automation (Power Apps), programming languages (JavaScript, SQL), IT product management, or a willingness to acquire these are advantageous.
• General knowledge of automations and coding (Power Apps, SQL)
• Knowledge of the related terminology in the logistics industry, and general knowledge of relevant industry standards, (e.g., EDI) are advantageous.

As an API Customer Support Engineer, having practical knowledge of API concepts, architecture and correspondent terminology is a huge plus. Very good knowledge of customer support practices & customer service technologies will also be an integral part of this role.

You are a communication & technology aficionado, therefore you have a good understanding of related technologies and communication styles. You are able to work independently, prioritize and organize your tasks under time and workload pressure. Working in a multinational environment, you can expect cross-region collaboration with teams around the globe, thus being advanced in spoken and written English will be certainly useful.

An array of benefits for you:

• An extra week of holiday (25 days/year), 6 Self-sickness days, Full compensation for up to 10 days absence due to illness/year, Up to 3 additional personal paid days off for long-term service
• Annual bonus
• On-going professional & technical training and certifications
• Flexible working hours with home office possibilities
• Edenred Cafeteria program including fully covered lunch vouchers; pension/life insurance, medical membership
• Multisport card, Discounts with selected partners, Rewards for work anniversaries, Company events and Health Days, Fruit days, One-time maternity grant, Opportunity to buy Deutsche Post AG shares at a discount, and much more

Great Team

Hi, my name is Josef Glemba and I’m a team manager. I started my career at DHL IT Services back in 2017, when I took a role as Senior Architect. Gaining more hands-on experience with Cloud, API Architecture and Product Ownership has always fascinated me, so I moved to the Digital Solutions team. In 2024, I moved to a management role, being Manager of API Solutions. Together with the strong support of a multinational & diverse team, we are working on our common ambition – technology. Looking forward to having you onboard!