Overview
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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 xqbhyrx 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