Expert Support Engineer, Technical Lead (Cloud)

TL;DR

Expert Support Engineer, Technical Lead (Cloud/APIs): Leading technical escalations and acting as the primary bridge between Support, Product, and Engineering with an accent on issue resolution at scale and operational ownership. Focus on mentoring L1/L2 engineers, optimizing workflows, and integrating AI tools to improve support efficiency.

Location: Barcelona, Spain or Santander, Spain

Company

hirify.global is a global leader in technology distribution and supply chain services.

What you will do

• Act as the final technical escalation point for the most complex and business-critical issues.
• Represent the Support organization in Engineering and Product meetings to drive platform stability and product improvements.
• Manage end-to-end workflows, including ticket prioritization, backlog health, and SLA adherence.
• Mentor and coach L1/L2 engineers to elevate the team's overall technical capability.
• Lead shift-left initiatives to improve self-service, documentation, and first-touch resolution.
• Coordinate major incidents and lead technical post-incident improvements.

Requirements

• 7+ years of experience in technical support or related technical roles.
• Strong expertise in cloud, APIs, integrations, and system architecture.
• Proven track record of leadership, mentorship, and cross-functional influence.
• Experience driving operational improvements and workflow optimization.
• Excellent communication skills with the ability to translate technical issues into business impact.

Nice to have

• Expertise in AI tools and capabilities to enhance troubleshooting and automation.
• Experience driving the adoption of AI-enabled workflows for knowledge generation and ticket automation.

Culture & Benefits

• Opportunity to operate as a senior technical leader with significant cross-functional influence.
• Focus on continuous learning and innovation in emerging technical tools and modern support technologies.
• Culture of empowerment through mentorship and leadership development.