Ingram Micro

Senior Technical Support Engineer, German

Ingram Micro

full-time

Posted on:

Location Type: Hybrid

Location: Dornach bei München • Germany

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Job Level

Senior

Tech Stack

ApacheAWSAzureCloudDNSLinuxMySQLPostgresPython

About the role

  • Resolve complex inbound technical support requests via phone and email, ensuring timely and high‑quality outcomes.
  • Diagnose and troubleshoot issues across SaaS platforms, APIs, integrations, databases, and infrastructure .
  • Reproduce issues, perform root‑cause analysis, and collaborate with Engineering on fixes and enhancements.
  • Participate in incident response and on‑call rotations for critical, business‑impacting issues.
  • Create and maintain technical documentation , runbooks, FAQs, and knowledge‑base content.
  • Identify support trends and partner with Product and Engineering on long‑term improvements.
  • Act as a subject matter expert for resellers and partners , advocating for customers and driving resolution within defined SLOs.
  • Contribute to the evolution of service desk processes and operational excellence initiatives.

Requirements

  • 4–7+ years of experience in technical support, solutions engineering, or a similar customer‑facing technical role.
  • Hands‑on experience with SaaS technologies, APIs, databases, scripting (Python/Shell), and cloud platforms (AWS and/or Azure).
  • Strong understanding of web technologies and system architecture , including REST, JSON, OAuth, DNS, HTTP/HTTPS, and SSL.
  • Practical experience with web servers and databases (Apache, IIS, MySQL, MSSQL, PostgreSQL) and exposure to Linux environments.
  • Proven analytical and troubleshooting skills, with the ability to remain calm and communicative in high‑pressure situations.
  • Experience working with ticketing and collaboration tools such as Zendesk, Jira, and knowledge bases.
  • Strong customer‑first mindset, with the ability to prioritize effectively and manage expectations in a fast‑paced environment.
  • Fluent English and German , with excellent written and verbal communication skills.
Benefits
  • Health insurance
  • Professional development opportunities
  • Flexible work arrangements
  • Inclusive and diverse work environment
Applicant Tracking System Keywords

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

Hard Skills & Tools
SaaS technologiesAPIsdatabasesscriptingPythonShellcloud platformsAWSAzureweb technologies
Soft Skills
analytical skillstroubleshooting skillscommunication skillscustomer-first mindsetprioritizationexpectation managementcalm under pressurecollaborationadvocacyoperational excellence