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. * Understand client's business objectives/impact and apply their expertise to timely resolve issues and ensure customer success. * Support multiple cloud and hardware solutions. * Contribute to the development of service desk processes and procedures. * Interact closely with various departments and vendors to provide timely resolution on issues. * Handle support requests from resellers, stay on top of new features and enhancements, and provide diagnoses and issue resolution on our Platform. * Triage to internal and external teams, pushing for resolution within SLO’s by acting as the Customer advocate with Engineering, Development and 3rd party Vendor teams. Knowledge, Skills, and/or Abilities You Need To Have: * 4–7+ years in technical support, solutions engineering, or a similar cust

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