Senior Technical Support Engineer

Ingram Micro Inc.; Santander; On-site; EUR 75,000 - 105,000; Full time

Job summary

Ingram Micro 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, and partner cross-functionally to improve system resilience and customer experience.

The role requires 5+ years in cloud support engineering and a strong background in SaaS cloud solutions, SQL databases, and ITIL processes.

Qualifications

• Bachelor’s degree in CS, IS, or equivalent.
• 5+ years in cloud support engineering or similar roles.
• Experience troubleshooting SaaS cloud solutions.
• Strong SQL and database knowledge (MySQL, MSSQL, PostgreSQL).
• Solid ITIL knowledge: Incident, Problem, Change, RCA.
• Excellent communication and customer-focused mindset.
• Able to work in fast-paced, global environments.

Responsibilities

• Troubleshoot Azure/AWS and ERP integrations.
• Lead incident response and RCA.
• Mentor junior engineers and improve processes.
• Collaborate with Engineering, Product, ERP, and vendor teams.
• Maintain documentation.

Skills

Cloud support

SRE-adjacent

Incident response

Root cause analysis

Customer focus

Communication

Education

Bachelor's degree in CS/IS

Tools

Datadog

Zabbix

Azure Monitor

CloudWatch

Terraform

Docker

Kubernetes

Job description

About Ingram Micro
Ingram Micro powers the global IT ecosystem—connecting technology vendors, partners, and businesses to unlock the full promise of innovation. With operations reaching over 90% of the world’s population and our digital platform,

About Ingram Micro
Ingram Micro powers the global IT ecosystem—connecting technology vendors, partners, and businesses to unlock the full promise of innovation. With operations reaching over 90% of the world’s population and our digital platform, Ingram Micro Xvantage™, we enable smarter, faster, and more scalable ways to do business. Together, let’s shape tomorrow by driving technology forward and creating real impact across the globe.

About The Team
Our Unified Support team sits at the heart of this mission—ensuring technology runs seamlessly for customers worldwide. Through deep technical expertise, cross-functional collaboration, and a relentless focus on customer success, we solve complex challenges across cloud and ERP‑integrated environments while improving reliability, performance, and customer satisfaction.

The Role: Senior Technical Support Engineer
As a Senior Technical Support Engineer, you will act as a technical authority for complex customer challenges, owning escalations across Azure, AWS, and ERP‑integrated environments. You will lead incident response, drive root cause analysis, and partner cross‑functionally to improve system resilience and customer experience.

What you’ll do:

• Troubleshoot and resolve advanced issues across Azure/AWS services
• Support hybrid, multi‑cloud, and on‑premises integrations
• Lead critical incident response, including bridge calls and service restoration
• Diagnose outages, performance issues, and configuration errors using monitoring tools and logs
• Troubleshoot ERP and SAP integrations, ensuring stable data flows and operations
• Conduct root cause analysis (RCA) and drive long‑term improvements
• Collaborate with Engineering, Product, ERP, and vendor teams
• Maintain documentation, mentor junior engineers, and improve support processes
  

What You Bring

• 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, including experience with Apache, IIS, MySQL, MSSQL, and PostgreSQL
• Strong troubleshooting ability across APIs and cloud services
• Solid understanding of ITIL processes: Incident, Problem, Change, RCA
• Exceptional communication skills and a customer‑first mindset
• Ability to operate effectively in fast‑paced, global, high‑pressure environments
  

Nice‑to‑have specializations:

• Scripting skills in PowerShell and/or Python (Bash a plus)
• Experience with monitoring tools (Datadog, Zabbix, Azure Monitor, CloudWatch)
• SAP BRIM (FICA, CI) or SAP FICO experience
• Infrastructure as Code (Terraform, CloudFormation)
• Container technologies (Docker, Kubernetes)
• Azure/AWS certifications
• ITIL certification (Foundation or higher)
• Microsoft 365 and Entra ID enterprise experience
• Cloud cost optimization experience
• Native or Fluent in Multiple Languages: Spanish, German, Portugues, Italian, French, English
  

Why Join Ingram Micro?
At Ingram Micro, you’ll have the opportunity to grow your career at global scale, working with cutting‑edge technologies and diverse teams across regions. We are committed to your development, value inclusion, and empower you to make an impact. Here, your expertise helps shape resilient, future‑ready platforms that power businesses worldwide.

Let’s shape tomorrow—together.