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 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 party Vendor teams.
Knowledge, Skills, and/or Abilities You Need To Have:
~4–7+ years in technical support, solutions engineering, or a similar customer-facing technical role.

📌 IT Digital (España)
🏢 Ingram Micro
📍 España