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 our Platform.
Triaging to internal and external teams, pushing for resolution within SLO’s by being the Customer advocate with Engineering, Development and 3rd party Vendor teams.
Responding to complex inbound Azure and M365 Technical service requests over the phone and email direct

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