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 información a continuación detalla los requisitos del puesto, la experiencia esperada del candidato y las cualificaciones correspondientes.
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.
- Understand client's business objectives/impact and apply their expertise to timely resolve issues and ensure customer success.
- Support multiple cloud and hardware solutions.
- Contribute to the development of service desk processes and procedures.
- Interact closely with various departments and vendors to provide timely resolution on issues.
- Handle support requests from resellers, stay on top of new features and enhancements, and provide diagnoses and issue resolution on our Platform.
- Triage to internal and external teams, pushing for resolution within SLO’s by acting as the Customer advocate with Engineering, Development and 3rd pa
📌 Sr Technical Support Engineer (Barcelona)
🏢 Ingram Micro
📍 Barcelona
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