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 requestsCreate and maintain internal runbooks, FAQs, and technical documentationLead incident response or participate in on-call rotation for critical issuesIdentify support trends and partner with Product & Engineering on long-term solutionsAccurately 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 solutionsContributing 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 teamsNote: 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 roleDeep experience with relevant stack:



SaaS platforms, APIs, databases, scripting (e.G., Python/Shell), cloud services (AWS, Azure), or networkingProven troubleshooting skills with the ability to think critically and communicate clearly under pressureStrong understanding of web technologies, integrations, or system architectureExperience working with ticketing systems (e.G., Zendesk, Jira) and knowledge basesMust 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 PostgreSQLStrong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTPBasic understanding or experience working on Linux environmentsGeneral understanding of technologies on Apis webservice: JSON, REST, OAuth,..Flexibility working some weekends and later hours to help fulfill a 24x7 businessPassion for providing exemplary customer service, strong customer focusEager to learn new technologiesGood verbal and written professional communication, fluent in English.Self-motivated and proactive in performing dutiesAttention to detailNice to have. Exposure to:ITIL certificationMicrosoft Azure certificationHands-on experience with Cloud platforms, such as Microsoft Azure, AWS or GCPProgramming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP Knowledge of SQLExposure to virtualization and orchestration technologies such as Docker and KubernetesExperience with JIRA and ConfluenceThis 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.#J-18808-Ljbffr

📌 Expert Support Engineer, Technical Lead (Eixample)
🏢 Ingram Micro
📍 Eixample