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, and identify support trends with Product and Engineering
• 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, and handle requests from resellers as a subject matter expert on the platform
• Contribute to service desk processes and procedures and work closely with departments and vendors

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, excellent verbal and written communication, and a customer-first mindset
• Ability to prioritize requests, manage expectations and work through ambiguity in a fast-paced environment
• Flexibility to work some weekends and later hours to support a 24x7 business

Required skills

• Deep experience with SaaS platforms, APIs, databases, scripting (e.g. Python/Shell), cloud services (AWS, Azure) or networking
• Troubleshooting skills and knowledge of web technologies, integrations or system architecture
• Experience with ticketing systems (e.g. Zendesk, Jira)
• Web servers and databases: Apache, IIS, MySQL, MSSQL, PostgreSQL
• Application protocols: DNS, HTTP, HTTPS (SSL), FTP
• Basic understanding of Linux and APIs (JSON, REST, OAuth)
• Nice to have: ITIL and Azure certifications, hands-on cloud experience, Bash/PowerShell/PHP, SQL, Docker/Kubernetes, JIRA and Confluence