Ingram Micro

Senior Technical Support Engineer, German

Ingram Micro

full-time

Posted on:

Location Type: Office

Location: Barcelona • Spain

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Job Level

Senior

Tech Stack

ApacheAWSAzureCloudDNSLinuxMySQLPostgresPython

About the 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.
  • Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success.
  • Supporting multiple cloud and hardware solutions
  • Contributing to the development of service desk processes and procedures.
  • Interacts closely with various departments and vendors to provide timely resolution on issues.
  • Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert, and providing diagnoses and issue resolution on our Platform.

Requirements

  • 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
  • Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills; with a customer-first mindset.
  • Ability to prioritize user requests effectively and manage user expectations.
  • 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, HTTP, HTTPS (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
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
  • Remote work options
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SaaS platformsAPIsdatabasesscriptingcloud servicestroubleshootingweb technologiesApplication ProtocolsLinux environmentsJSON
Soft Skills
communicationanalytical skillsproblem-solvingcustomer-first mindsetprioritizationflexibilitycritical thinkingcustomer service
Certifications
high school diplomasecondary degree