Senior Technical Support Engineer

Ingram Micro

. Respond to complex inbound technical service requests by phone and email .

Posted 9/17/2026full-timeBarcelona • SpainSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting and resolving technical issues across SaaS platforms, APIs, and cloud services while ensuring customer success through effective communication and collaboration. Proficient in creating technical documentation and managing incident responses in a fast-paced environment.

Highest-signal resume keywords

Technical Support ExperienceSaaS PlatformsAPIs and IntegrationsTroubleshooting SkillsTicketing Systems

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SaaS PlatformsAPIsDatabasesScripting (Python/Shell)Cloud Services (AWS, Azure)Web TechnologiesWebservers (Apache, IIS)DNS, HTTP, HTTPS (SSL), FTPLinux EnvironmentsJSON, REST, OAuth

Soft Skills

Analytical SkillsProblem-Solving SkillsCommunication SkillsSelf-MotivatedDetail-Oriented

Tools & Technologies

ZendeskJiraConfluenceTracking SystemsKnowledge Bases

Certifications & Qualifications

ITIL CertificationMicrosoft Azure Certification

Industry Keywords

Technical SupportSolutions EngineeringCustomer-Facing RoleIncident ResponseService Desk Processes

Tech Stack

Tools & technologies

ApacheAWSAzureCloudDNSDockerGoogle Cloud PlatformKubernetesLinuxMySQLPHPPostgresPythonSQL

About the role

Key responsibilities & impact

Respond to complex inbound technical service requests by phone and email
Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure
Reproduce issues, conduct root cause analysis, and collaborate with Engineering on bug fixes and feature requests
Create and maintain internal runbooks, FAQs, and technical documentation
Lead incident response or participate in an 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
Understand clients’ business objectives and impact to resolve issues promptly and ensure customer success
Support multiple cloud and hardware solutions
Contribute to service desk processes and procedures
Collaborate with departments and vendors to provide timely issue resolution
Handle reseller support requests by staying current on platform features and enhancements and providing diagnoses and issue resolution
Triage issues to internal and external teams and advocate for customers to drive resolution within SLOs

Requirements

What you’ll need

4–7+ years in technical support, solutions engineering, or a similar customer-facing technical role
Deep experience with SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), or networking
Proven troubleshooting skills and ability to think critically and communicate clearly under pressure
Strong understanding of web technologies, integrations, or system architecture
Experience with ticketing systems (e.g., Zendesk, Jira) and knowledge bases
Excellent verbal and written communication, analytical, and problem-solving skills
Ability to prioritize user requests and manage user expectations
Ability to work in a fast-paced, rapidly changing environment and through ambiguity
High school diploma (or equivalent) required; secondary degree preferred
Experience with webservers and databases including Apache, IIS, MySQL, MSSQL, and PostgreSQL
Strong knowledge of DNS, HTTP, HTTPS (SSL), and FTP
Basic understanding or experience with Linux environments
Understanding of APIs/web services, including JSON, REST, and OAuth
Flexibility to work some weekends and later hours for a 24x7 business
Fluent in English
Self-motivated, proactive, and detail-oriented
Nice to have: ITIL certification, Microsoft Azure certification, cloud platforms (Azure, AWS, or GCP), Bash/Python/PowerShell/PHP, SQL, Docker, Kubernetes, Jira, and Confluence

Benefits

Comp & perks

Hybrid work arrangement
Flexibility to work some weekends and later hours supporting a 24x7 business