Senior Cloud & ERP Support Engineer | Incident Lead

Ingram Micro, Inc.; Barcelona; On-site; EUR 70,000 - 90,000; Full time

Job summary

Ingram Micro, Inc. is seeking a Senior Technical Support Engineer to act as a technical authority for complex customer challenges across Azure, AWS, and ERP-integrated environments. You will own escalations, lead incident response, diagnose outages, and drive long-term improvements.

You will collaborate with Engineering, Product, and vendor teams while mentoring junior engineers and improving support processes in a fast-paced, global setting.

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or equivalent.
• 5+ years in cloud support engineering, technical support, cloud operations, or SRE-adjacent roles.
• Experience troubleshooting SaaS-based cloud solutions.
• Solid understanding of SQL and database concepts (MySQL, MSSQL, PostgreSQL).
• Strong troubleshooting ability across APIs and cloud services.
• ITIL concepts: Incident, Problem, Change, RCA.
• Exceptional communication skills and a customer-first mindset.

Responsibilities

• Lead incident response for cloud and ERP-integrated environments; own escalations.
• Troubleshoot advanced issues across Azure, AWS, and on-premises integrations.
• Diagnose outages and performance issues using logs and monitoring tools.
• Conduct RCA and drive long-term improvements; collaborate with cross-functional teams.
• Provide mentorship to junior engineers and improve support processes.
• Maintain and update technical documentation.

Skills

Cloud support

Technical support

SQL

APIs

ITIL

Communication

Customer focus

Education

Bachelor’s degree

Tools

Datadog

Zabbix

Azure Monitor

CloudWatch

Job description

Ingram Micro, Inc. is seeking a Senior Technical Support Engineer to act as a technical authority for complex customer challenges across Azure, AWS, and ERP-integrated environments. You will own escalations, lead incident response, diagnose outages, and drive long-term improvements.

You will collaborate with Engineering, Product, and vendor teams while mentoring junior engineers and improving support processes in a fast-paced, global setting.