Sr Technical Support Engineer (VTS)Applyremote type:

Hybridlocations:

Barcelona, Spain:

Santander, Spaintime type:

Full timeposted on:

Posted Todayjob requisition id:

R-116190It's fun to work in a company where people truly BELIEVE in what they're doingJob Description: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.* 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 ou

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