Senior Technical Support Engineer

About the role

Ingram Micro, which connects technology vendors, partners and businesses through its digital platform Ingram Micro Xvantage, is looking for a Senior Technical Support Engineer to join its support team in Barcelona. The role provides expert technical assistance to customers, acting as a trusted advisor who solves complex product issues and contributes to continuous product and process improvement.

Key responsibilities

• Respond daily to complex inbound technical service requests by phone and email, diagnosing and resolving problems across software, APIs, integrations and infrastructure
• Reproduce issues, carry out root cause analysis and work with engineering on bug fixes and feature requests
• Create and maintain runbooks, FAQs and technical documentation
• Lead incident response or take part in on-call rotation for critical issues
• Identify support trends and partner with Product and Engineering on long-term solutions
• Log issues and status updates accurately in the internal tracking system and triage requests to internal and external teams within agreed service levels
• Support multiple cloud and hardware solutions, including reseller requests, and contribute to service desk processes

Required profile

• 4-7+ years in technical support, solutions engineering or a similar customer-facing technical role
• High school diploma (or equivalent); secondary degree preferred
• Fluent English and excellent verbal and written communication
• Ability to work weekends and later hours to support a 24x7 business

Required skills

• Web technologies, integrations or system architecture
• Ticketing systems such as Zendesk and Jira
• Webservers and databases: Apache, IIS, MySQL, MSSQL, PostgreSQL
• Application protocols: DNS, HTTP, HTTPS (SSL), FTP
• Basic Linux and REST, JSON, OAuth
• Nice to have: ITIL and Azure certifications, hands-on cloud experience, Bash/Python/PowerShell/PHP, SQL, Docker and Kubernetes, JIRA and Confluence