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.

La siguiente información tiene como objetivo proporcionar a los posibles candidatos una mejor comprensión de los requisitos para este puesto.
Essential Responsibilities Of Your Role:

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- 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:

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- 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:

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- 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. xqbhyrx It’s a representation of the things you will be doing, and you may not perform all these duties.

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📌 Sr Technical Support Engineer (Barcelona)
🏢 Ingram Micro
📍 Barcelona