Senior Cloud & API Support Engineer

Ingram Micro, Inc.; Barcelona; Presencial; EUR 45.000 - 65.000; Jornada completa

Descripción de la vacante

Ingram Micro is seeking a Senior Technical Support Engineer to join Unified Support and deliver expert-level technical assistance across cloud, software, and infrastructure. You will collaborate with engineering, product, and customer-facing teams to drive top-notch customer outcomes.

The role demands 4–7+ years in technical support, strong troubleshooting across SaaS, APIs, and databases, and excellent English communication in a fast-paced environment.

Formación

• 4–7+ years in technical support, solutions engineering, or similar.
• Deep experience with SaaS platforms, APIs, databases, scripting (Python/Shell), cloud services (AWS, Azure), or networking.
• Proven troubleshooting skills with clear communication under pressure.
• Strong understanding of web technologies, integrations, or system architecture.
• Experience with ticketing systems (Zendesk, Jira) and knowledge bases.
• Excellent verbal and written communication with a customer-first mindset.
• Ability to prioritize requests and manage expectations.
• Ability to work through ambiguity in a fast-paced environment.
• Fluent in English with good professional communication.

Responsabilidades

• Respond to complex inbound technical service requests by phone and email.
• Diagnose, troubleshoot, and resolve issues across software, APIs, integrations, and infrastructure.
• Reproduce issues, perform root cause analysis, and coordinate with engineering for fixes.
• Create and maintain runbooks, FAQs, and documentation.
• Lead incident response or participate in on-call rotation.
• Identify trends and collaborate with Product & Engineering on long-term solutions.
• Log issues and updates accurately in the tracking system.
• Support multiple cloud and hardware solutions.
• Contribute to service desk processes and procedures.
• Interface with departments and vendors for timely resolutions.
• Assist resellers with new features and platform issue resolutions.
• Triaging to internal/external teams to meet SLAs.

Conocimientos

Technical support

SaaS platforms

APIs

Databases

Scripting (Python/Shell)

Cloud services (AWS, Azure)

Networking

Bug fixing

ITIL

Analytical thinking

Communication

Educación

High school diploma (or equivalent)

Secondary degree preferred

Herramientas

Zendesk

Jira

Confluence

Docker

Kubernetes

Descripción del empleo

Ingram Micro is seeking a Senior Technical Support Engineer to join Unified Support and deliver expert-level technical assistance across cloud, software, and infrastructure. You will collaborate with engineering, product, and customer-facing teams to drive top-notch customer outcomes.

The role demands 4–7+ years in technical support, strong troubleshooting across SaaS, APIs, and databases, and excellent English communication in a fast-paced environment.