Senior Technical Support Engineer

About the role

Ingram Micro's Unified Support team is looking for a Senior Technical Support Engineer in Barcelona. You will act as a technical authority for complex customer challenges, owning escalations across Azure, AWS and ERP-integrated environments, leading incident response, driving root cause analysis and partnering cross-functionally to improve system resilience and customer experience.

Key responsibilities

• Troubleshoot and resolve advanced issues across Azure and AWS services
• Support hybrid, multi-cloud and on-premises integrations
• Lead critical incident response, including bridge calls and service restoration
• Diagnose outages, performance issues and configuration errors using monitoring tools and logs
• Troubleshoot ERP and SAP integrations to ensure stable data flows
• Conduct root cause analysis (RCA) and drive long-term improvements
• Collaborate with Engineering, Product, ERP and vendor teams
• Maintain documentation, mentor junior engineers and improve support processes

Required profile

• Bachelor's degree in Computer Science, Information Systems or equivalent
• 5+ years in cloud support engineering, technical support, cloud operations or SRE-adjacent roles
• Experience troubleshooting SaaS-based cloud solutions
• Solid understanding of ITIL processes: Incident, Problem, Change, RCA
• Exceptional communication skills and a customer-first mindset
• Ability to work effectively in fast-paced, global, high-pressure environments

Required skills

• Solid understanding of SQL and database concepts, including Apache, IIS, MySQL, MSSQL and PostgreSQL
• Nice to have: PowerShell and/or Python scripting (Bash a plus)
• Nice to have: monitoring tools such as Datadog, Zabbix, Azure Monitor and CloudWatch
• Nice to have: SAP BRIM (FICA, CI) or SAP FICO, Terraform, CloudFormation, Docker, Kubernetes, Azure/AWS certifications, ITIL certification, Microsoft 365 and Entra ID experience, cloud cost optimization