Senior Technical Support Engineer - Cloud/SaaS & APIs

Ingram Micro España; Barcelona; Presencial; EUR 42.000 - 62.000; Jornada completa

Descripción de la vacante

Ingram Micro España is seeking a Senior Technical Support Engineer to join our Unified Support team in Barcelona. You will provide expert-level technical assistance across SaaS platforms, APIs, and infrastructure, acting as a trusted advisor to customers.

The role requires 4–7+ years in technical support, strong problem-solving, and excellent English. You’ll collaborate with engineering and product teams, handle on-call rotations, and help shape support processes.

Formación

• 4–7+ years in technical support or similar customer-facing tech role.
• Hands-on 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 user requests and manage expectations.

Responsabilidades

• Diagnose, troubleshoot, and resolve issues across software, APIs, integrations, and infrastructure.
• Reproduce issues, conduct root cause analysis, and coordinate with engineering on fixes.
• Create and maintain internal runbooks, FAQs, and technical documentation.
• Lead incident response or participate in on-call rotation for critical issues.
• Identify support trends and partner with Product & Engineering on long-term solutions.

Conocimientos

Technical support

Troubleshooting

Customer-facing

Communication skills

Scripting (Python/Shell)

Educación

High school diploma

Herramientas

Zendesk

Jira

Confluence

MySQL

PostgreSQL

Descripción del empleo

Ingram Micro España is seeking a Senior Technical Support Engineer to join our Unified Support team in Barcelona. You will provide expert-level technical assistance across SaaS platforms, APIs, and infrastructure, acting as a trusted advisor to customers.

The role requires 4–7+ years in technical support, strong problem-solving, and excellent English. You’ll collaborate with engineering and product teams, handle on-call rotations, and help shape support processes.