Sr Technical Support Engineer (VTS)

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description:

About Ingram Micro

Ingram Micro powers the global IT ecosystem—connecting technology vendors, partners, and businesses to unlock the full promise of innovation. With operations reaching over 90% of the world’s population and our digital platform,  Ingram Micro Xvantage™ , we enable smarter, faster, and more scalable ways to do business. Together,  Let’s shape tomorrow  by driving technology forward and creating real impact across the globe.

Join Unified Support at Ingram Micro and help keep global technology running smoothly through collaboration, problem‑solving, and real customer impact.

We are looking for a   Senior Technical Support Engineer   to join our high-performing support team and provide expert-level technical   assistance   to our customers. In this role, you will serve as a trusted advisor, solving complex product issues, and contributing to continuous product and process improvement .    You will   be deeply embedded in our product ecosystem, collaborating across engineering, product, and customer-facing teams to ensure   a   top notch   customer experience.

Key Responsibilities:

- 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.

- Triaging to internal and external teams, pushing for resolution within   SLO’s   by being the Customer advocate with Engineering,   Development   and 3rd party Vendor teams

- Responding to complex inbound   Azure and M365   Technical service requests over the phone and email   directly   with customers   (VMs, Networking, Storage, Identity, etc.)

* Note: This is not a complete list of tasks.

Knowledge, Skills, and Experience

- 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.

- Ability to balance attention to detail with   expeditious   execution in a fast-paced   environment working .

- Passion for driving exceptional customer experience.

- Ability to work through ambiguity and thrive in a rapidly changing business environment.

- Strong analytical and problem-solving skills.

- 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

- Eager to learn   new technologies

- Good verbal and written professional communication, fluent in   English.

- Self-motivated and proactive in performing duties

- Attention to detail

Nice to have. Exposure to:

- ITIL certification

- Microsoft Azure certification

- Hands-on experience with Cloud platforms, such as Microsoft Azure,   AWS   or GCP

- Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP Knowledge of SQL

- Exposure to virtualization and orchestration technologies such as Docker and Kubernetes

- Experience with JIRA and Confluence

#IngramMicroEspana

* This is not a complete listing of the job duties.   It’s   a representation of the things you will be doing, and you may not perform all these duties.