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