Principal Support Engineer
hace 3 días
Escalations & Customer Experience EngineeringRole OverviewThe Principal Support Engineer is a senior, hands‑on technical expert responsible for driving rapid resolution of complex customer issues. This role blends deep technical troubleshooting, advanced log and API analysis, Datadog monitoring expertise, and leadership of high‑severity escalations. The engineer will collaborate tightly with Engineering, Product, and external vendors to eliminate root causes, improve MTTR, and elevate the overall customer experience.This is a high‑visibility individual contributor role requiring strong ownership, urgency, and the ability to translate complex technical problems into clear, actionable paths forward for both customers and internal stakeholders.Key ResponsibilitiesPerform hands‑on technical troubleshooting using Datadog (logs, traces, dashboards), API tools (Postman/cURL), and distributed log tracing.Lead high‑severity and strategic customer escalations, providing authoritative technical direction and timely communication.Drive vendor ticket escalations, ensuring SLA adherence and proactive follow‑ups with Microsoft, Adobe, AWS, Cisco, and others.Collaborate with Engineering to deliver root‑cause fixes, submit detailed technical findings, and validate permanent resolutions.Partner with Product to identify platform gaps, recurring customer pain points, and areas for workflow or UX improvement.Analyze MTTR performance, SLA trends, and operational bottlenecks; publish weekly metrics and insights.Develop SOPs, escalation workflows, and troubleshooting guides that improve global support operations.Identify automation opportunities and collaborate with internal teams to enhance Zendesk workflows and self‑service deflection.Required Skills & Qualifications10+ years in Technical Support Engineering, Escalations, SRE, or related roles.Expertise with Datadog (log search, traces, monitors, dashboards).Strong REST API troubleshooting using Postman, cURL, authentication flows, and JSON payload analysis.Experience diagnosing distributed systems, integrations, and SaaS platform behavior.Proven ability to interface with strategic enterprise customers and communicate complex technical issues clearly.Hands‑on experience with vendor escalation processes and SLA governance.Strong working knowledge of MTTR, incident management, and technical support KPIs.Familiarity with Zendesk or similar ticketing platforms.Performance Expectations & KPIsResolve ≥90% of escalated tickets within SLA.Engage vendors within 15 minutes of SLA risk detection.Drive MTTR improvements of 40–50% for assigned ticket categories.Maintain CSAT ≥90% for escalated interactions.Identify and support permanent fixes for at least 2 recurring root‑cause issues per quarter.Deliver 3–5 workflow, automation, or SOP improvements each quarter#J-18808-Ljbffr
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Technical Billing Support Engineer
hace 1 semana
santander, España Ingram Micro, Inc. A tiempo completoWe are looking for a Technical Billing Support Engineer to join our high-performing support team and provide expert-level billing technical assistance to our customers. In this role, you will serve as a trusted advisor, solving complex billing and invoice product issues, and contributing to continuous product and process improvement. As a Billing TSE,...
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Technical Billing Support Engineer
hace 3 días
Santander, España Ingram Micro, Inc. A tiempo completoWe are looking for a Technical Billing Support Engineer to join our high-performing support team and provide expert-level billing technical assistance to our customers. In this role, you will serve as a trusted advisor, solving complex billing and invoice product issues, and contributing to continuous product and process improvement. As a Billing TSE,...
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Technical Billing Support Engineer
hace 2 semanas
Santander, España Ingram Micro, Inc. A tiempo completoWe are looking for aLa descripción completa del puesto cubre todas las habilidades asociadas, la experiencia previa y cualquier cualificación que se espera que tengan los solicitantes.Technical Billing Support Engineerto join our high-performing support team and provide expert-level billing technical assistance to our customers. In this role, you will...
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Radio Frequency Engineer
hace 3 días
Santander, España Celestia TTI A tiempo completoGet AI-powered advice on this job and more exclusive features. TTI provides high-tech solutions to theaerospace community . Due to company’s current growth, we are searching for a Radio-frequency Engineer . We develop innovative communication technologies including advanced antenna systems, radiofrequency solutions, wireless communication systems and...
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Radio Frequency Engineer
hace 3 días
santander, España Celestia TTI A tiempo completoGet AI-powered advice on this job and more exclusive features. TTI provides high-tech solutions to theaerospace community . Due to company’s current growth, we are searching for a Radio-frequency Engineer . We develop innovative communication technologies including advanced antenna systems, radiofrequency solutions, wireless communication systems and...
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Space-Grade Embedded Firmware Engineer
hace 3 días
santander, España Space Robotics Workers A tiempo completoA pioneering aerospace company in Santander, Spain, seeks a Firmware Developer Engineer to design and develop embedded software for space technologies. You'll collaborate directly with the founding team to build software that operates critical systems in extreme environments. The ideal candidate has significant experience in firmware development, strong...
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Space-Grade Embedded Firmware Engineer
hace 3 días
Santander, España Space Robotics Workers A tiempo completoA pioneering aerospace company in Santander, Spain, seeks a Firmware Developer Engineer to design and develop embedded software for space technologies. You'll collaborate directly with the founding team to build software that operates critical systems in extreme environments. The ideal candidate has significant experience in firmware development, strong...
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Software Engineer
hace 1 semana
santander, España JR Spain A tiempo completoTake your career to the next level as a Software Engineer . Be part of an international team, thrive in a global group with a €800M turnover and over 1,000 clients worldwide, and an agile environment. The ideal candidate will have a proven track record in building scalable, maintainable, high-quality applications and is comfortable working across...
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Nuclear Safety Engineer
hace 2 semanas
Santander, España Vulcain Engineering Group A tiempo completoVulcain Engineering Group is a fast-growing engineering and consulting group operating in France and internationally. We design, develop, build and operate solutions that improve essential infrastructure and support sustainable progress. Our teams work alongside key players in the energy, healthcare, transport, industrial and infrastructure sectors. Our...
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santander, España Empregoxl A tiempo completoApplication Support Specialist em APIs e Microserviços de Banco Santander Totta, S.A. em Lisboa (Publicado em ) Application Support Specialist em APIs e Microserviços Country: Portugal COMEÇA AQUI O Santander ( ) está a evoluir de uma marca global de grande impacto para uma organização orientada pela tecnologia, e as nossas pessoas estão no centro...
