Sr Technical Support Engineer (VTS)

Location: Barcelona or Santander, Spain

Company

A global technology distributor and digital platform provider connecting technology vendors, partners, and businesses.

What you will do

• Respond to complex technical service requests from customers and resellers by phone and email.
• Diagnose, troubleshoot, reproduce, and resolve issues across software, APIs, integrations, databases, cloud services, networking, and infrastructure.
• Handle Azure and Microsoft 365 support cases involving virtual machines, networking, storage, and identity.
• Perform root cause analysis and collaborate with engineering, product, development, and vendors on bug fixes and feature requests.
• Lead incident response or participate in on-call rotations for critical issues, triaging cases and driving resolution within service-level objectives.
• Create technical documentation, runbooks, FAQs, service desk procedures, and accurate issue records.

Requirements

• 4–7+ years of experience in technical support, solutions engineering, or a similar customer-facing technical role.
• Experience with SaaS platforms, APIs, databases, scripting, cloud services such as AWS or Azure, and networking.
• Knowledge of web servers and databases including Apache, IIS, MySQL, MSSQL, and PostgreSQL.
• Knowledge of DNS, HTTP, HTTPS/SSL, FTP, JSON, REST, and OAuth, plus basic Linux experience.
• Experience with ticketing systems and knowledge bases, such as Zendesk or Jira.
• Fluent English, strong written and verbal communication, analytical and troubleshooting skills, and a customer-first mindset.

Nice to have

• ITIL or Microsoft Azure certification.
• Exposure to AWS, Azure, GCP, Docker, Kubernetes, Bash, Python, PowerShell, PHP, and SQL.
• Experience with Jira and Confluence.

Culture & Benefits

• Work with engineering, product, customer-facing teams, departments, and third-party vendors.
• Support a global technology ecosystem and contribute to continuous product and process improvement.
• Flexibility to work some weekends and later hours to support a 24x7 business.
• Opportunity to learn new technologies and act as a customer advocate.