Senior Technical Support Engineer — Cloud, APIs & Infra

Ingram Micro; Bellprat; Presencial; EUR 55.000 - 75.000; Jornada completa

Descripción de la vacante

Ingram Micro España seeks a Senior Technical Support Engineer to provide expert-level technical assistance to customers and serve as a trusted advisor. You will troubleshoot complex product issues, contribute to product and process improvements, and collaborate across engineering, product, and customer-facing teams to ensure a top-notch customer experience.

You will handle complex inbound requests, reproduce issues, perform root-cause analysis, and lead incident response while maintaining

Formación

• 4–7+ years in technical support, solutions engineering, or similar
• Deep experience with SaaS platforms, APIs, databases, scripting, cloud services 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
• Willingness to work weekends/late hours for 24x7 support
• Fluent in English; self-motivated and detail-oriented

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 collaborate with Engineering on fixes
• Create and maintain internal runbooks, FAQs, and technical docs
• Lead incident response or participate in on-call rotation
• Identify support trends and work with Product & Engineering on solutions
• Log issues and updates in internal tracking systems
• Support multiple cloud and hardware solutions
• Collaborate with departments and vendors for timely resolutions
• Assist resellers with feature updates and issue resolution
• Triaging to internal/external teams to meet SLOs

Conocimientos

Technical support

SaaS platforms

APIs

Databases

Scripting (Python/Shell)

Cloud services (AWS, Azure)

Networking

Web technologies

Ticketing systems (Zendesk, Jira)

Communication

Customer-first mindset

Educación

High school diploma (or equivalent)

Secondary degree preferred

Bachelor's degree preferred

Herramientas

Zendesk

Jira

Confluence

Descripción del empleo

Ingram Micro España seeks a Senior Technical Support Engineer to provide expert-level technical assistance to customers and serve as a trusted advisor. You will troubleshoot complex product issues, contribute to product and process improvements, and collaborate across engineering, product, and customer-facing teams to ensure a top-notch customer experience.

You will handle complex inbound requests, reproduce issues, perform root-cause analysis, and lead incident response while maintaining