API Customer Support Engineer

DHL; Cyberjaya; Hybrid; Confidential; Full time

Benefits offered by this job

Hybrid work arrangements

Outpatient and inpatient medical cover

Personalized flexi benefit plan

Public holidays off with paid leave

Modern offices with free parking

Job summary

DHL IT Services in Cyberjaya is seeking an API Customer Support Engineer to empower our Group APIs and help customers explore API capabilities in an AI-powered world.

You will join a multinational team, provide reactive and proactive API support, and work with API product owners to improve roadmaps, security, and design. The role emphasizes communication, problem-solving, and documentation skills.

Qualifications

• University degree or equivalent qualification in information technology or related field.
• At least 3 years of professional experience in technical customer support or API support.
• Experience with API concepts, web technologies, and API specification standards.

Responsibilities

• Provide reactive and proactive API customer support to internal and external customers.
• Review support activities and maintain documentation for quality improvements.
• Collaborate with development teams to resolve API issues and improve services.

Skills

API concepts

English proficiency

Customer support

Analytical thinking

Cross-cultural communication

Education

University degree in IT

Tools

OpenAPI/Swagger

Cloud platforms

Job description

Your IT Future, Delivered

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. Our offices in Cyberjaya, Prague, and Chennai 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 in an AI-powered world.

Behind every connected experience are opportunities to learn, innovate and grow together. We like to say “There is no AI without APIs”, and our team helps customers make those connections count. Join our Group API - API Customer Support team and help customers explore the possibilities of APIs in an increasingly AI-powered world. Our mission is to provide best-in-class support to internal and 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 be part of a small team of support engineers, promoting best practices guaranteeing quality and long-term sustainability. Your willingness to learn new technologies, coupled with your 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:

As an API Customer Support Engineer, practical knowledge of API concepts, architecture, and related terminology is a strong advantage. Experience with customer support practices and customer service technologies is also highly relevant to this role.

You are a communication & technology aficionado; therefore, you have a good understanding of related technologies and communication styles. You can 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.

Education & Experience

• University degree or equivalent qualification, preferably in information technology or a related subject.
• At least 3 years of professional experience in technical customer support, application support, API support or comparable customer-facing IT role.

Technical Competencies

• Good understanding of web and API technologies, including HTTP, URLs, REST APIs, authentication/authorization, and common security principles.
• Practical experience with API specification standards (Open API/Swagger)
• Knowledge of cloud, programming languages, automation, or a willingness to acquire these are advantageous.
• Knowledge of the related terminology in the logistics industry, and general knowledge of relevant industry standards, (e.g., EDI) are advantageous.

Soft Skills

• Excellent communication of English.
• Excellent analytical skills, problem-solving mindset.
• Customer first mentality and the ability to understand the customer needs.

Bring your curiosity. Explore what AI can do.

We actively encourage the responsible use of AI tools to explore ideas, accelerate learning, improve documentation and find smarter ways to support our customers. You don’t need to be an AI expert, we value an open mind, a willingness to experiment and the judgment to validate results and protect customer and company information. Grow your skills with us and help turn new possibilities into meaningful everyday improvements.

An array of benefits for you:

• Hybrid work arrangements to balance in-office collaboration and home flexibility.
• Outpatient (unlimited) and inpatient medical coverage for employees.
• Personalized flexi benefit plan for you and your family.
• Choose any day off from earned public holidays, including Saturdays and ad‑hoc holidays to spend with your loved ones.
• Modern offices with free parking space.

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, APIs, 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: to provide best-in‑class APIs.

Looking forward to having you onboard!

DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other protected characteristic.