Sr. Technical Support

Job Description:   

About the Team  

Our Unified Support team sits at the heart of this mission—ensuring technology runs seamlessly for customers worldwide. Through deep technical expertise, cross-functional collaboration, and a relentless focus on customer success, we solve complex challenges across cloud and ERP-integrated environments while improving reliability, performance, and customer satisfaction.  

The Role: Senior Technical Support Engineer  

We are seeking a Senior Technical Support Engineer to support scalable, high-quality software solutions across our platform ecosystem. This role combines deep technical expertise with strong ownership, resolving complex system issues, and partnering cross-functionally to deliver reliable, high-performing applications.  

What you’ll do:  

• Troubleshoot and resolve complex technical issues across software, APIs, and infrastructure  

• Perform root cause analysis and drive defect resolution and product improvements  

• Collaborate with cross-functional teams to deliver new features and enhancements  

• Ensure system reliability, performance optimization, and incident resolution  

• Participate in on-call support and critical incident management  

• Maintain technical documentation, runbooks, and knowledge artifacts  

• Create and maintain internal runbooks, FAQs, and technical documentation  

• Well versed with support processes of Incident management /Change Management/ Request Management and Problem Management  

• Knowledge of Software Application Lifecycle processes such as defect tracking, automated build, requirements management, version control, continuous integration and code development best practices.  

• Resolve customer issues directly through phone, chat, and ticket-based support channels.  

What You Bring  

• 5+ years of experience in software engineering, technical support or application development  

• Strong experience with distributed systems and web-based applications  

• Experience working in agile and cross-functional environments  

• Experience troubleshooting SaaS-based cloud solutions  

• Solid understanding of SQL and database concepts, including experience with Apache, IIS, MySQL, MSSQL, and PostgreSQL  

• Strong troubleshooting ability across APIs and cloud services  

• Solid understanding of ITIL processes: Incident, Problem, Change, RCA  

• Exceptional communication skills and a customer-first mindset  

• Ability to operate effectively in fast-paced, global, high-pressure environments  

Nice-to-have specializations:  

• Scripting skills in PowerShell and/or Python (Bash a plus)  

• Experience with monitoring tools (Datadog, Zabbix, Azure Monitor, CloudWatch)  

• SAP BRIM (FICA, CI) or SAP FICO experience  

• Infrastructure as Code ( Terraform , CloudFormation )  

• Container technologies (Docker, Kubernetes)  

• Azure/AWS certifications  

• ITIL certification (Foundation or higher)  

• Microsoft 365 and Entra ID enterprise experience  

• Cloud cost optimization experience  

• Native or Fluent in Multiple Languages: Spanish, German, Portugues, Italian, French, English