Senior Technical Support Engineer - Cloud & API Expert

ingrammicro; Barcelona; Presencial; EUR 42.000 - 60.000; Jornada completa

Descripción de la vacante

Ingram Micro is seeking a Senior Technical Support Engineer to join Unified Support and provide expert-level technical assistance to customers. You will diagnose complex product issues, collaborate across engineering and product teams, and help deliver a top-notch customer experience.

With 4-7+ years in technical support and strong knowledge of SaaS platforms, APIs, and cloud services, you will engage customers, write runbooks, and contribute to service desk improvements while supporting

Formación

• 4-7+ years in technical support, solutions engineering, or a similar customer-facing technical role.
• Experience with SaaS platforms, APIs, databases, scripting, and cloud services (AWS, Azure).
• Strong troubleshooting and clear communication under pressure; customer-first mindset.
• Familiarity with web technologies, integrations, or system architecture.
• Experience with Zendesk, Jira, and knowledge bases; fluent English.

Responsabilidades

• Respond to complex inbound technical service requests via phone and email.
• Diagnose, troubleshoot, and resolve issues across software, APIs, and infrastructure.
• Reproduce issues, perform root cause analysis, and coordinate with engineering.
• Create and maintain runbooks, FAQs, and technical documentation.
• Lead incident response or participate in on-call rotation for critical issues.
• Log issues and updates in internal tracking systems; communicate with customers.
• Collaborate with Product & Engineering on long-term solutions.
• Support multiple cloud and hardware solutions; assist resellers with feature requests.

Conocimientos

Technical Support

Troubleshooting

Customer focus

Communication skills

Analytical thinking

Problem-solving

SaaS platforms

APIs

Cloud services

Linux basics

Educación

High school diploma or equivalent

Secondary degree preferred

Herramientas

Zendesk

Jira

SQL

Apache

IIS

MySQL

MSSQL

PostgreSQL

Docker

Kubernetes

Descripción del empleo

Ingram Micro is seeking a Senior Technical Support Engineer to join Unified Support and provide expert-level technical assistance to customers. You will diagnose complex product issues, collaborate across engineering and product teams, and help deliver a top-notch customer experience.

With 4-7+ years in technical support and strong knowledge of SaaS platforms, APIs, and cloud services, you will engage customers, write runbooks, and contribute to service desk improvements while supporting