Overview

In this role you drive rapid resolution of complex customer issues as a senior, hands-on expert. You partner with Engineering, Product, and vendors to eliminate root causes, improve MTTR, and elevate customer experience. You lead high‑severity escalations and translate complex problems into actionable paths for customers and internal teams. You’ll work across cross-functional teams to shape platform reliability and workflow improvements, delivering measurable impact and clear communication.

Responsabilidades

- Perform hands-on troubleshooting using Datadog, API tools, and distributed log tracing
- Lead high-severity escalations with authoritative technical direction and timely updates
- Drive vendor escalations and ensure SLA adherence with major vendors
- Collaborate with Engineering to deliver root-cause fixes and validate resolutions
- Partner with Product to identify platform gaps and recurring pain points
- Analyze MTTR, SLA trends, and bottlenecks; publish weekly insights
- Develop SOPs, escalation workflows, and troubleshooting guides to improve operations




- Identify automation opportunities and optimize Zendesk workflows for self-service deflection

Requisitos principales

- 10+ years in Technical Support Engineering, Escalations, SRE, or related roles
- Expertise with Datadog (logs, traces, dashboards)
- Strong REST API troubleshooting using Postman, cURL, authentication flows, and JSON
- Experience diagnosing distributed systems, integrations, and SaaS behavior
- Proven ability to interface with strategic enterprise customers and communicate complex issues
- Hands-on experience with vendor escalation processes and SLA governance
- Strong working knowledge of MTTR, incident management, and technical support KPIs
- Familiarity with Zendesk or similar ticketing platforms

- strong communication
- ownership and urgency
- cross-functional collaboration
- Datadog logs, traces, monitors, dashboards
- Postman and cURL for API testing
- REST API troubleshooting

📌 Principal Support Engineer (Barcelona)
🏢 Ingram Micro
📍 Barcelona