ppWe are looking for a bSenior Technical Support Engineer /b 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. /p h3Essential Responsibilities Of Your Role: /h3 ul liResponding to complex inbound Technical service requests over the phone and email per day directly with customers. /li liDiagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure. /li liReproduce issues, conduct root cause analysis, and work closely with engineering on bug fixes and feature requests /li liCreate and maintain internal runbooks, FAQs, and technical documentation /li liLead incident response or participate in on-call rotation for critical issues /li liIdentify support trends and partner with Product Engineering on long-term solutions /li liAccurately and efficiently log all issues and status updates in our internal tracking system. /li liUnderstands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success. /li liSupporting multiple cloud and hardware solutions /li liContributing to the development of service desk processes and procedures. /li liInteracts closely with various departments and vendors to provide timely resolution on issues. /li liHandling 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. /li liTriaging to internal and external teams, pushing for resolution within SLO’s by being the Customer advocate with Engineering, Development and 3rd party Vendor teams /li liNote: This is not a complete list of tasks. /li /ul h3Knowledge, Skills, and/or Abilities You Need To Have: /h3 ul li4–7+ years in technical support, solutions engineering, or a similar customer-facing technical role /li liDeep experience with relevant stack: SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), or networking /li liProven troubleshooting skills with the ability to think critically and communicate clearly under pressure /li liStrong understanding of web technologies, integrations, or system architecture /li liExperience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases /li liMust have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills; with a customer-first mindset. /li liAbility to prioritize user requests effectively and manage user expectations. /li liAbility to balance attention to detail with expeditious execution in a fast-paced environment working.



/li liPassion for driving exceptional customer experience. /li liAbility to work through ambiguity and thrive in a rapidly changing business environment. /li liStrong analytical and problem-solving skills. /li liHigh school diploma (or equivalent) required. Secondary degree preferred. /li liExperience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL /li liStrong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP /li liBasic understanding or experience working on Linux environments /li liGeneral understanding of technologies on Apis webservice: JSON, REST, OAuth,.. /li liFlexibility working some weekends and later hours to help fulfill a 24x7 business /li liPassion for providing exemplary customer service, strong customer focus /li liEager to learn new technologies /li liGood verbal and written professional communication, fluent in English. /li liSelf-motivated and proactive in performing duties /li liAttention to detail /li /ul h3Nice to have. Exposure to: /h3 ul liITIL certification /li liMicrosoft Azure certification /li liHands-on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP /li liProgramming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP Knowledge of SQL /li liExposure to virtualization and orchestration technologies such as Docker and KubernetesExperience with JIRA and Confluence /li liThis 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. /li /ul /p #J-18808-Ljbffr

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