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 customer-facing technical role.




* Deep experience with relevant stack: SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), or networking.
* Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure.
* Strong understanding of web technologies, integrations, or system architecture.
* Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases.
* Excellent verbal and written communication skills, as well as strong analytical and problem-solving skills; with a customer-first mindset.
* Ability to prioritize user requests effectively and manage user expectations.
* Ability to balance attention to detail with expeditious execution in a fast‐paced environment.
* Passion for driving exceptional customer experience.
* Ability to work through ambiguity and thrive in a rapidly changing business environment.
* High school diploma (or equivalent) required. Secondary degree preferred.
* Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL.
* Strong knowledge of Application Protocols – DNS, (SSL), FTP.
* Basic understanding or experience working on Linux environments.
* General understanding of technologies on APIs webservice: JSON, REST, OAuth.
* Flexibility working some weekends and later hours to help fulfill a 24x7 business.
* Passion for providing exemplary customer service, strong customer focus.
* Eager to learn new technologies.
* Good verbal and written professional communication, fluent in English.
* Self‐motivated and proactive in performing duties.
* Attention to detail. Nice to have. Exposure to:
* ITIL certification.
* Microsoft Azure certification.
* Hands‐on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP.
* Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP, Knowledge of SQL.
* Exposure to virtualization and orchestration technologies such as Docker and Kubernetes.
* Experience with JIRA and Confluence.

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