Support Engineer 2nd Level Support Cincinnati

Support Engineer 2nd Level Support

Are you a true engineering professional and have the full overview? Does recognition for your efforts and a collaborative culture matter to you? You are seeking a meaningful company culture and you would like 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 realise e-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 around 800 employees are shaping the future of the digital business either in-house, remote or at our customers' sites. We are indeed proud of our corporate culture. Respect, trust and empowerment are key aspects in out teams, that goes beyond the workplace.

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

Support Engineer 2nd Level Support in Cincinnati or Remote

Our application management team ensures the smooth running of our complex digital projects at several diva-e locations. The team of more than 40 people 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 Datacenters, 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 the operation of complex application landscapes, some of which are operated by diva-e itself and some of which are provided by software vendors as PaaS solutions.

  • You qualify incoming tickets, analyse and decide in 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'll work closely with our cloud engineers, development teams, and PaaS providers.

  • You support the preparation and accounting of reports and service certificates.

Your profile

  • 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 know DevOps concepts and the ITIL framework and have internalized its processes or are even certified.

  • 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 skills as well as fluency in English. 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 also loving to share knowledge. We are happy to support you with a variety of trainings, tech workshops, pair programming, code reviews and much more!

  • You have no problems with an individually plannable 24/7 on-call duty, which is of course remunerated separately.

What you get from us

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.

Your advantages

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!

Sascha Sauer will be delighted to answer any questions you may have regarding your candidate journey. He is looking forward very much to receiving your direct call or a message via WhatsApp on +49 172 7986028 or just simply email to Also, feel free to connect with him directly on LinkedIn.

Apply now

Your contact person
Sascha Sauer
Managing Director FCAS
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Quick application

Apply now via Whatsapp!

+49 172 7986028

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.