Senior Technical Support Engineer

Location: Barcelona or Santander, Spain

Company

hirify.global connects technology vendors, partners, and businesses through its global IT ecosystem and hirify.global Xvantage platform.

What you will do

• Respond to complex technical support requests from customers and resellers by phone and email.
• Diagnose, troubleshoot, reproduce, and resolve issues across SaaS platforms, APIs, integrations, databases, cloud services, hardware, and infrastructure.
• Conduct root cause analysis and collaborate with engineering, product, development, and third-party vendors on bug fixes and feature requests.
• Lead incident response or participate in an on-call rotation for critical issues supporting a 24x7 business.
• Create and maintain runbooks, FAQs, knowledge-base content, and technical documentation.
• Track issues, identify support trends, improve service desk processes, and advocate for customers while working toward SLO resolution.

Requirements

• 4–7+ years of experience in technical support, solutions engineering, or a similar customer-facing technical role.
• Deep experience with SaaS platforms, APIs, databases, scripting, cloud services such as AWS or Azure, networking, or related infrastructure.
• Experience with web servers and databases, including Apache, IIS, MySQL, MSSQL, and PostgreSQL.
• Strong 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, excellent written and verbal communication, strong analytical and troubleshooting skills, and flexibility to work some weekends and later hours.

Nice to have

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

Culture & Benefits

• Customer-first environment focused on exceptional support and customer success.
• Cross-functional collaboration with engineering, product, customer-facing teams, and technology vendors.
• Opportunities to learn new technologies and contribute to continuous product and process improvement.
• Work in a fast-paced environment supporting multiple cloud and hardware solutions.