Junior Support Engineer 1st Level Support Cincinnati

Junior Support Engineer 1st Level Support

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 employ 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.

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

Junior Support Engineer (1st Level Support) in Cincinnati
Full-time - ENTRY LEVEL

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.

About the job

As a Junior Support Engineer you are the first and last link in the L2 application maintenance support chain. You monitor the incoming ticket queue, acknowledge ticket receipt, replicate the ticket issues, perform basic analysis, and then route the tickets to the appropriate specialized SE.

  • Primarily responsible for issue validation, verification, analysis, routing, and final resolution documentation.

  • Ticket lifecycle management and resolution facilitation.

  • Coordination of Root Cause Analysis process

  • Other responsibilities as necessary:

    • Maintaining accurate application and process documentation

    • Meeting coordination and documentation

    • Supporting the preparation and accounting of reports and service certificates.

    • Resource onboarding

  • Hybrid position - Minimum of 3 days/week working onsite in Cincinnati office.

  • Participation in an after-hours on-call rotation

    • Additional compensation provided for on-call.


  • Bachelor’s degree, preferably in a technical field

  • May substitute appropriate combination of work experience, technical certificates, and/or Associates degree in a technical field

  • Self-reliant, independent worker, with a high level of self-efficacy

  • A positive, resourceful, and motivated attitude with a learning mindset

  • Strong collaborator and team contributor

  • Excellent written and verbal communication skills

  • Willingness to learn DevOps concepts and ITIL framework

  • Previous exposure to ticket systems such as Jira, ServiceNow, PPMC or similar

  • Someone who loves to share knowledge

Nice-to-haves (Not necessary)

  • Customer service or call center experience

  • Knowledge of HTML, CSS, and SCSS

  • Experience with VueJS - ideally NuxtJS

  • Ability to understand or speak German

Our offering

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.

What you can expect from us

Even more incentives for you!

Do you want to work for great clients with whom you can realise exciting web projects? 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!

Ethan Seidel and Sascha Sauer will be delighted to answer any questions you may have regarding your candidate journey. They are looking forward very much to receiving your direct call or a message.

Apply now

Your contact person
Ethan Seidel
Service Delivery Manager & Team Lead
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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.