Experteer Overview Si está considerando enviar una solicitud, asegúrese de pulsar el botón de solicitar de abajo después de leer la descripción completa. As a Principal Support Engineer, you will act as a senior technical authority to own and drive high-impact customer escalations. You’ll lead cross-functional incident response, perform deep root cause analysis, and partner with Engineering and Product leadership to implement permanent fixes. You will guide teams through Sev1/Sev2 incidents, shaping platform reliability and customer experience at scale. This role offers strategic influence, mentoring, and direct collaboration with senior stakeholders to solve complex problems.Compensaciones / Ventajas• Own and lead resolution of high-priority Sev1 and Sev2 incidents impacting strategic customers• Lead end-to-end troubleshooting across applications, integrations, cloud infrastructure, databases, and distributed systems• Coordinate cross-functional incident response and technical war rooms with Engineering, Product, Operations, Security, and partners• Conduct deep root cause analysis using logs, metrics, traces, and diagnostics• Partner with Engineering to implement, validate, and communicate permanent corrective actions• Identify recurring issues and drive reliability, observability, automation,



and operational efficiency improvements• Serve as trusted technical advisor during executive-level escalations and critical business events• Mentor engineers, influence technical priorities, and promote incident management best practicesResponsabilidades• 15+ years in Technical Support Engineering, SRE, Platform Engineering, Application Support, or Production Support• Proven success owning enterprise-critical Sev1/Sev2 incidents through resolution• Experience supporting large-scale SaaS/cloud/enterprise software in customer-facing environments• Strong expertise troubleshooting REST APIs, integrations, authentication services, distributed systems, cloud platforms, databases, and microservices• Hands-on xcskxlj experience with AWS, Azure and/or GCP, Kubernetes, containers, Linux, and modern observability tools (Datadog, Dynatrace, Splunk, Grafana, New Relic, AppDynamics, Elastic)• Ability to conduct complex root cause investigations across multiple domains and stakeholders• Excellent communication skills with engineers, architects, business leaders, Directors, and VPs• Preferred: Software Engineering, DevOps, SRE, CI/CD, scripting (Python, Bash, PowerShell), experience in large-scale cloud/fintech/enterprise environmentsRequisitos principales• Remote work• career growth opportunities• diverse, inclusive environment

📌 Principal Support Engineer – Customer Reliability & Escalations Engineering (Barcelona)
🏢 Ingram Micro
📍 Barcelona