It's fun to work in a company where people truly BELIEVE in what they're doing! Job Description: Why this role matters At Ingram Micro, we help businesses realize the full potential of technology. As a global technology ecosystem and services platform, we connect vendors, partners, and customers in ways that drive innovation, growth, and meaningful impact at scale. Our people are at the center of that mission—bringing curiosity, expertise, and purpose to everything we do. This role is hybrid, combining flexibility with in‑person collaboration at our Munich office for two days each week. How this team supports our mission Our Technical Support organization plays a vital role in protecting customer trust and enabling long‑term success. Working at the intersection of customers, product, engineering, and vendors, the team ensures our platforms and services perform reliably while continuously improving how we deliver value. This is where deep technical expertise meets customer advocacy. The role As a Senior Technical Support Engineer, you will act as a trusted technical advisor, providing expert‑level support across software, APIs, integrations, infrastructure, and cloud environments. You’ll work hands‑on with complex issues, partner closely with Engineering and Product teams, and contribute to continuous improvement of our products, services, and support processes. Key responsibilities: Resolve complex inbound technical support requests via phone and email, ensuring timely and high‑quality outcomes. Diagnose and troubleshoot issues across SaaS platforms, APIs, integrations, databases, and infrastructure. Reproduce issues, perform root‑cause analysis, and collaborate with Engineering on fixes and enhancements. Participate in incident response and on‑call rotations for critical, business‑impacting issues. Create and maintain technical documentation, runbooks, FAQs, and knowledge‑base content. Identify support trends and partner with Product and Engineering on long‑term improvements. Act as a subject matter expert for resellers and partners, advocating for customers and driving resolution within defined SLOs. Contribute to the evolution of service desk processes and operational excellence initiatives. What you bring to succeed 4–7 years of experience in technical support, solutions engineering, or a similar customer‑facing technical role. Hands‑on experience with SaaS technologies, APIs, databases, scripting (Python/Shell), and cloud platforms (AWS and/or Azure). Strong understanding of web technologies and system architecture, including REST, JSON, OAuth, DNS, HTTP/HTTPS, and SSL. Practical experience with web servers and databases (Apache, IIS, MySQL, MSSQL, PostgreSQL) and exposure to Linux environments. Proven analytical and troubleshooting skills, with the ability to remain calm and communicative in high‑pressure situations. Experience working with ticketing and collaboration tools such as Zendesk, Jira, and knowledge bases. Strong customer‑first mindset, with the ability to prioritize effectively and manage expectations in a fast‑paced environment. Fluent English and German, with excellent written and verbal communication skills. Why Ingram Micro At Ingram Micro, we offer more than a role—we offer a pathway for growth. You’ll work in a diverse, inclusive, and globally connected organization that invests in learning, embraces innovation, and values your impact. With exposure to leading technologies, global partners, and meaningful career development opportunities, this is a place where you can build a future while helping shape tomorrow. Let’s shape tomorrow—together. LI-SL1