Sr Technical Support Engineer (VTS)

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 aSenior Technical Support Engineerto join our high-performing support team and provide expert-level technicalassistanceto 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 willbe deeply embedded in our product ecosystem, collaborating across engineering, product, and customer-facing teams to ensureatop notchcustomer experience.

Key Responsibilities:

• Responding tocomplexinboundTechnicalservice requests over the phone andemailper daydirectly with customers.

• Diagnose,troubleshoot, andresolvetechnical problems across software, APIs, integrations,andinfrastructure.

• Reproduce issues, conduct root cause analysis, and work closely with engineering on bug fixes and feature requests

• Create andmaintaininternal runbooks, FAQs, and technical documentation

• Lead incident response orparticipatein on-call rotation for critical issues

• Identifysupport 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 theirexpertisetotimelyresolve issues and ensure customer success.

• Supporting multiple cloudand hardwaresolutions

• Contributing to the development of service desk processes and procedures.

• Interactsclosely with various departments and vendors to providetimelyresolution on issues.

• Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matterexpert, andproviding diagnoses and issue resolution on our Platform.   

• Triaging to internal and external teams, pushing for resolution withinSLO’sby being the Customer advocate with Engineering,Developmentand 3rd party Vendor teams   

• Responding to complex inboundAzure and M365Technical service requests over the phone and emaildirectlywith 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 withexpeditiousexecution in a fast-pacedenvironment 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 helpfulfilla 24x7 business 

• Passion for providing exemplary customer service, strong customer focus   

• Eager to learnnew technologies   

• Good verbal and written professional communication, fluent inEnglish.   

• 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,AWSor 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’sa representation of the things you will be doing, and you may not perform all these duties.