Sr Technical Support Engineer

Ingram Micro; Barcelona; Presencial; EUR 40.000 - 60.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible work hours

Professional development opportunities

Health benefits

Descripción de la vacante

Ingram Micro in Barcelona is seeking a Senior Technical Support Engineer to join a high-performing support team. You will provide expert-level technical assistance, diagnosing and resolving complex issues while collaborating with engineering and product teams for continuous improvement.

The ideal candidate will have 4–7 years of experience in technical support, deep knowledge of SaaS platforms, APIs, and databases, and strong problem-solving skills. Excellent communication abilities are essential as the role focuses on delivering top-notch customer experiences.

Formación

• 4–7+ years in technical support or a similar customer-facing role.
• Strong understanding of web technologies and integrations.
• Experience working with ticketing systems.

Responsabilidades

• Respond to complex inbound technical service requests.
• Diagnose and resolve software and infrastructure issues.
• Create and maintain technical documentation.

Conocimientos

Technical support experience

SaaS platforms

APIs

Databases

Scripting (Python/Shell)

Cloud services (AWS, Azure)

Networking knowledge

Troubleshooting skills

Excellent communication

Educación

High school diploma or equivalent

Secondary degree preferred

Herramientas

Ticketing systems (Zendesk, Jira)

Web servers (Apache, IIS)

Databases (MySQL, MSSQL, PostgreSQL)

Descripción del empleo

We are looking for a Senior Technical Support Engineer to join our high-performing support team and provide expert-level technical assistance to our customers. In this role, you will serve as a trusted advisor, solving complex product issues, and contributing to continuous product and process improvement. You will be deeply embedded in our product ecosystem, collaborating across engineering, product, and customer-facing teams to ensure a top notch customer experience.

Essential Responsibilities Of Your Role:

• Responding to complex inbound Technical service requests over the phone and email per day directly with customers.
• Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure.
• Reproduce issues, conduct root cause analysis, and work closely with engineering on bug fixes and feature requests
• 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
• Accurately and efficiently log all issues and status updates in our internal tracking system.
• Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success.
• Supporting multiple cloud and hardware solutions
• Contributing to the development of service desk processes and procedures.
• Interacts closely with various departments and vendors to provide timely resolution on issues.
• Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert, and providing diagnoses and issue resolution on our Platform.
• Triaging to internal and external teams, pushing for resolution within SLO’s by being the Customer advocate with Engineering, Development and 3rd party Vendor teams
• Note: This is not a complete list of tasks.

Knowledge, Skills, and/or Abilities You Need To Have:

• 4–7+ years in technical support, solutions engineering, or a similar customer-facing technical role
• Deep experience with relevant stack: SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), or networking
• Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure
• Strong understanding of web technologies, integrations, or system architecture
• Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases
• Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills; with a customer-first mindset.
• Ability to prioritize user requests effectively and manage user expectations.
• Ability to balance attention to detail with expeditious execution in a fast-paced environment working.
• Passion for driving exceptional customer experience.
• Ability to work through ambiguity and thrive in a rapidly changing business environment.
• Strong analytical and problem-solving skills.
• High school diploma (or equivalent) required. Secondary degree preferred.
• Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL
• Strong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP
• Basic understanding or experience working on Linux environments
• General understanding of technologies on Apis webservice: JSON, REST, OAuth,..
• Flexibility working some weekends and later hours to help fulfill a 24x7 business
• Passion for providing exemplary customer service, strong customer focus
• Eager to learn new technologies
• Good verbal and written professional communication, fluent in English.
• Self-motivated and proactive in performing duties
• Attention to detail

Nice to have. Exposure to:

• ITIL certification
• Microsoft Azure certification
• Hands-on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP
• Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP Knowledge of SQL
• Exposure to virtualization and orchestration technologies such as Docker and KubernetesExperience with JIRA and Confluence
• This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all these duties.