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Support Engineer (m/f/d) 2nd Level Support Salesforce Cincinnati

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Are you a true IT engineering professional? Does recognition for your efforts and a collaborative culture matter to you? Are you seeking a meaningful company culture and the ability to make an impact that counts? How about diva-e?

diva-e is Germany’s leading Transactional Experience Partner (TXP) who is on the mission to create digital experiences that will encourage customers to drive forward the digital transformation. With the concentrated experience of over 20 years, we create e-commerce business solutions for customers such as FC Bayern München, EDEKA, E.ON, Carl Zeiss and Sky. At our offices in Germany, Bulgaria and the US we employee around 800 people who are shaping the future of the digital business either in-house, remote or at our customers' sites. We are proud of our corporate culture. Respect, trust and empowerment are key aspects in our teams, that goes beyond the workplace.

We are particularly proud of our corporate culture. Respect, trust and responsibility are lived in our teams in daily interaction - and that goes beyond the workplace.

Currently, we are seeking a dynamic individual to join our team as a

Support Engineer 2nd Level Support for Salesforce in Cincinnati or Remote

Our application management team ensures the smooth running of our complex digital projects at several diva-e locations. The team consists of more than 40 people who support several technologies in the eCommerce area such as Spryker, SAP Commerce Cloud, Intershop, as well as CMS systems Bloomreach Hippo, First Spirit and individual developments. In addition, together with our colleagues from diva-e Data centers, we operate a private cloud environment in our own data center.

About the job

  • As part of our support team, you will be jointly responsible for providing technical support to client using our software solutions, with a particular focus on Salesforce.
  • You qualify incoming tickets, analyse, and decide whose responsibility the task lies and route it accordingly.
  • You accompany the ticket lifecycle from start to finish and drive the resolution of the ticket.
  • You will work closely with our cloud engineers, development teams, and PaaS providers.
  • You will support the preparation and accounting of reports and service certificates.
  • You will provide training and technical knowledge to client and colleagues


  • You are an empathetic team player.
  • You have a technical understanding or are willing to acquire it to get to know our customers and their systems.
  • You have 3+ years of experience in technical support or customer service.
  • You have extensive knowledge and experience with Salesforce, including configuration and customization.
  • You are familiar with Salesforce integrations and extensions.
  • You have strong problem-solving and debugging skills.
  • You can explain complex technical concepts clearly and concisely to customers.
  • You have a high customer orientation and ability to work under pressure and prioritize tasks
  • You have at least one Salesforce certification (e.g., Salesforce Certified Administrator, Salesforce Certified Platform App Builder).
  • Ideally, you have already worked with ticket systems such as Jira or ServiceNow. If not, we'll show you how.
  • Excellent verbal and written communication skill. However, we are mainly based in Germany so already knowing some German is a huge plus, but not a necessity!
  • A positive, resourceful, and motivated attitude with a learning mindset.
  • Someone who loves to share knowledge. We are happy to support you with a variety of trainings, tech workshops, pair programming, code reviews and much more!
  • On call rotation that is individually plannable. (24/7 on-call duty, which is of course remunerated separately.)

What you get

Your moments of success are our inspiration. You are a human being - not a number! We find it very important to have a friendly and collegial work culture as well as an honest work environment. Respect, trust, and passion are indeed very important to us. We believe that with every project there will be exciting new challenges. We understand that this can only be mastered successfully as a team. Therefore, helping each other and growing together is fundamental. Working together, rethinking, and learning something new every day is essential for mastering the evolution of technology. The best ideas win with us and yours are always welcome. We also take your work-life balance very seriously. Many of us have just started a family or have time-consuming hobbies. We believe that balanced employees bring the team much further than if we burden them with overtime. That's why we make sure that they don't even have to work overtime in the first place, assign you to as few projects as possible at the same time, and support you in working independently - and in managing your own resources.
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Two women are sitting next to each other while working and looking into the same laptop

Du passt zu uns? Dann bewirb dich jetzt.

Would you like to grow with your team? Are you passionate about what you do every day and don’t mind stepping out of your comfort zone? Do you want to actively shape the future of our customers? If you answered these questions with a “yes” we’re very much looking forward to receiving your application!

​There is no need for a cover letter. However, we are curious to know what drives you. Once you send in your application, we will contact you as soon as possible. If the first impression is right, an initial interview usually takes place within a week. If the chemistry is right, we are likely to schedule a second interview where you can prove your professional skills in a small case study as well as getting to know the team and explore our work environment.
Any questions? Reach out to us!
Say hello to Sandra
Sandra Rang, our Expert Talent Acquisition Partner & Team Lead

Your contact person

Sandra Rang from our HR team will be delighted to answer any questions you may have regarding your candidate journey. She is looking forward very much to receiving your email to Also, feel free to connect with her directly on XING or Linkedin.

diva-e is proud to be an equal opportunity employer, and we are committed to hiring, promoting, and compensating employees based on their qualifications and demonstrated ability to perform job responsibilities.
  • Expertise
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We have a very high software development standard and are offering on the job training.