Principal Support Engineer

hace 7 días

Barcelona, España Ingram Micro, Inc. A tiempo completo

Escalations & Customer Experience Engineering Role Overview The 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 Responsibilities Perform 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 & Qualifications 10+ 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 & KPIs Resolve ≥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

  • Principal Support Engineer

    hace 7 días

    Barcelona, España Ingram Micro A tiempo completo

    Principal Support Engineer page is loaded## Principal Support Engineerremote type: Hybridlocations: Barcelona, Spain: Santander, Spaintime type: Full timeposted on: Posted Todayjob requisition id: R-113413**It's fun to work in a company where people truly BELIEVE in what they're doing!**Job Description:# Escalations & Customer Experience...

  • Principal Support Engineer

    hace 5 horas

    Barcelona, España Ingram Micro, Inc. A tiempo completo

    Escalations & Customer Experience Engineering Role Overview The 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....

  • Principal Support Engineer

    hace 2 semanas

    Barcelona, España Ingram Micro A tiempo completo

    **It's fun to work in a company where people truly BELIEVE in what they're doing!** **Job Description**: **Escalations & Customer Experience Engineering**: **Role Overview**: The Principal Support Engineer is a senior, hands-on technical expert responsible for driving rapid resolution of complex customer issues. This role blends deep technical...

  • Principal Engineer

    hace 1 semana

    Barcelona, España VGW A tiempo completo

    **Principal Engineer** **VGW is a fast-growing technology company and creator of market-leading online social games. With offices around the globe, we're on a mission to be the biggest gaming company in the world.** **Due to major growth we are expanding our Engineering team in Poland and currently looking for a Senior Engineer to join the team.** As a...

  • Support Engineer

    hace 2 semanas

    Barcelona, España Hustler Marketing A tiempo completo

    Company Introduction:  At SecureCo, we're at the forefront of enterprise voice technology solutions, delivering mission-critical communication infrastructure to businesses worldwide. As a leading provider of VoIP and voice technology services, our mission is to ensure seamless, secure, and reliable communication for our enterprise clients.  What sets us...

  • Support Engineer

    hace 22 horas

    Barcelona, España iC Consult A tiempo completo

    Identity & Access Management Support Engineer Omada (m/f/d) Identity and Access Management Support Engineer (m/f/d) remote in Spain . In this role, you will provide both 2nd and 3rd level support for IAM You will manage day-to-day support operations, troubleshoot technical issues, implement fixes and enhancements, and contribute to the continuous improvement...

  • AI Principal Engineer

    hace 9 horas

    Barcelona, España Blu Selection A tiempo completo

    Our client, a fast-growing international digital marketplace, is building AI-powered products that connect millions of users with trusted service professionals. Operating at large scale, the platform processes high volumes of data and interactions every day, with AI playing a central role in improving matching, trust, automation, and decision‑making across...

  • Principal DevOps Engineer

    hace 4 días

    Barcelona, España F. Hoffmann-La Roche Gruppe A tiempo completo

    At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure...

  • Principal DevOps Engineer

    hace 6 días

    Barcelona, España F. Hoffmann-La Roche Gruppe A tiempo completo

    At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure...

  • Principal DevOps Engineer

    hace 9 horas

    Barcelona, España F. Hoffmann-La Roche Gruppe A tiempo completo

    At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure...