Senior Technical Support Engineer

About Ingram Micro

Ingram Micro powers the global IT ecosystem helping businesses realize the promise of technology. With unmatched reach spanning over 90% of the worlds population a diverse solutions portfolio and our digital platform Ingram MicroXvantage we connect technology vendors partners and customers worldwide.

Position Overview

We are seeking a Senior Technical Support Engineer to provide expert-level support across Azure AWS and ERP-integrated this role you will own escalated technical issues drive root cause determination and resolution and act as the technical authority for complex customer challenges.

You will lead critical incidentresponse collaborate across Engineering Product and ERP/SAP teams and deliver operational insights that improve reliability performance and customer satisfaction.If you are passionate about customer success eager to learnnew technologies and committed to excellence in a dynamic multicultural environmentwedlove to have you on our team.

Key Responsibilities

Advanced Technical Support & Escalations

• Troubleshoot and resolve advanced issues across Azure/AWS services.

• Reduce the volume of vendor escalations by providing expert-level guidance and diagnosis.

• Support hybrid multi-cloud and on-premises integrations.

ERP & SAP Integration Support

• Troubleshoot cloud-to-ERP integration issues including SAP SAP-BRIMandother ERP systems.

• Ensure system stabilityaccuratedata flows and reliable financial operations across integrated platforms.

Incident & Problem Management

• Diagnose outages performance degradation and configuration errors using logs monitoring tools and RCA practices.

• Act as first responder for outages and critical events

• Lead bridge calls anddriverapid service restoration.

• Perform trend analysis toeliminaterecurring issues.

Cloud Platform Expertise (Azure & AWS)

• Provideexpert guidance on Azure configurations best practices and cloud adoption patterns.

• Provide technical leadershiponconfiguration security cost optimization and performance.

• Assistcustomers with cloud adoption architecture and remediation guidance.

Root Cause Determination & Resolution (RCA)

• Lead deep technical investigations for high-impact or recurring incidents.

• Produce actionable RCA documents and partner with Engineering/Product to prevent future occurrences.

• Drive long-term resiliency improvements across cloud and ERP-integrated environments.

Documentation Knowledge Sharing & Process Improvement

• Maintain SOPs KB articles and runbooks.

• Mentor junior engineers.

• Implement enhancements that improve FTR and reduce MTTR.

Cross-Functional Collaboration

• Work with Engineering Product Development Vendor teams and ERP/Finance stakeholders.

• Improve workflows and operational coordination.

Knowledge and Skills

• 5 years in cloud support engineering technical support cloud operations or SRE-adjacent roles.

• Experience troubleshooting SaaS-based cloud solutions

• Hands-onexpertisewith Microsoft Azure (VMs Storage Networking Entra ID) and AWS (EC2 S3 RDS VPC Lambda).

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

• Experience with SAPcoremodulesSAP-BRIM or other ERP/Finance systems includingunderstanding ofdata flows and integrations.

• Strong troubleshooting ability across APIs networking (DNS/HTTP/HTTPS/TLS) identity OS (Linux/Windows) and cloud services.

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

• Experience with monitoring tools (e.g. Datadog Zabbix Azure Monitor CloudWatch).

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

• Exceptional communication skills and a customer-first mindset.

• Ability tooperateeffectively in fast-paced global high-pressure environments.

• Bachelors degree in Computer Science Information Systems or equivalent.

Nice-to-Havespecializations

• In-depth SAP BRIM experience (FICACI)or SAP FICO.

• Infrastructure as Code (Terraform CloudFormation).

• Container and orchestration technologies (Docker Kubernetes).

• Azure/AWS cloud certifications.

• ITIL Certification (Foundation or higher).

• Microsoft 365 and Entra ID enterprise experience.

• Cloud cost optimization framework experience (e.g. rightsizing modernization assessments).

Equal Opportunity Statement

Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer.