Sr Technical Support Engineer

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

It's fun to work in a company where people truly BELIEVE in what they're doing!Job Description:About Ingram MicroIngram 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.Join Unified Support at Ingram Micro and help keep global technology running smoothly through collaboration, problem‑solving, and real customer impact.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 engineer ing, product, and customer-facing teams to ensure a top notch customer experience.Key Responsibilities: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 engineer ing 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 & Engineer ing 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 Engineer ing, Development and 3rd party Vendor teams* Note: This is not a complete list of tasks.Knowledge, Skills, and Experience· 4–7+ years in technical support, solutions engineer ing, 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 detailNice 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 Dockerand Kubernetes· Experience with JIRA and Confluence#IngramMicroEspana* 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.