Principal Support Engineer (2 Openings)

Its fun to work in a company where people truly BELIEVE in what theyre doing!

Job Description:

Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population we play a vital role in the worldwide IT sales channel bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach diverse solutions and services portfolio and digital platform Ingram Micro Xvantage set us apart. Learn more at

Ingram Micro has earned Great PlacetoWork Certification for 2025-2026 in Canada! This prestigious recognition reflects our commitment to our people and our culture.

Come join our team where youll make technology happen in surprising ways. Lets shape tomorrow - itll be a fun journey!

This position is a hybrid role based in our Mississauga office with the opportunity to work 2 days remotely per week.

Role Overview: The Principal Support Engineer is a senior hands-on technical expert responsible for driving the rapid resolution of complex customer issues. This role blends deep technical troubleshooting advancedlogand API analysis Datadog monitoringexpertise and leadership of high-severity escalations. The engineer will collaborate tightly with Engineering Product and external vendors toeliminateroot causes improve MTTR and elevate the overall customer is a high-visibility individual contributor role requiring strong ownership urgency and the ability to translate complex technical problems into clear actionable paths forward for both customers and internal stakeholders.

Key Responsibilities:

• Perform handson technical troubleshooting using Datadog (logs traces dashboards) API tools (Postman/cURL) and distributed log tracing.
• Lead high-severity and strategic customer escalations providing authoritative technical direction andtimelycommunication.
• Drive vendor ticket escalations ensuring SLA adherence and proactive followups with Microsoft Adobe AWS Cisco and others.
• Collaborate with Engineering to deliver root-cause fixessubmitdetailed technical findings andvalidatepermanent resolutions.
• Partner with Product toidentifyplatform gaps recurring customer pain points and areas for workflow or UX improvement.
• Analyze MTTR performance SLA trends and operational bottlenecks; publish weekly metrics and insights.
• Develop SOPs escalation workflows and troubleshooting guides that improve global support operations.
• Identifyautomation opportunities and collaborate with internal teams to enhance Zendesk workflows and self-service deflection.

Required Skills & Qualifications:

• Bachelors degree in engineering (e.g. electrical mechanical computer science/engineering etc.) or equivalent.
• 10 years in Technical Support Engineering Escalations SRE or related roles.
• Expertisewith Datadog (log search traces monitors dashboards).
• Strong REST API troubleshooting using PostmancURL authentication flows and JSON payload analysis.
• Experience in diagnosing distributed systems integrations and SaaS platform behavior.
• Proven ability tointerface withstrategic enterprise customers and communicate complex technical issues clearly.
• Hands-on experience with vendor escalation processes and SLA governance.
• Strong working knowledge of MTTR incident management and technical support KPIs.
• Familiarity with Zendesk or similar ticketing platforms.

Performance Expectations & KPIs:

• Resolve 90% of escalated tickets within SLA.
• Engage vendors within 15 minutes of SLA risk detection.
• Drive MTTR improvements of 4050% for assigned ticket categories.
• Maintain CSAT 90% for escalated interactions.
• Identifyand support permanent fixes for at least 2 recurring root-cause issues per quarter.
• Deliver 35 workflow automation or SOP improvements each quarter.

The typical base pay range for this role across Canada is $120000 - $130000 CAD per year. The ranges above reflect the potential annual starting base pay across all of Canada for all roles. Individual base pay within each range depends on various factors including work location complexity and responsibility of role job duties/requirements and relevant experience and skills. This role is a new role and will not use AI for screening applicants/initial screening may involve AI tools.

At Ingram Micro certain roles are eligible for additional rewards including merit increases annual bonuses or sales incentives. These awards are allocated based on position level and individual performance. Canadian associates have access to flexible Healthcare Dental Vision well-being benefits and perks critical illness disability coverage mental health support paid time off RRSP Matching and much more!

Equal Opportunity Statement

As a diverse and inclusive organization we encourage individual achievement and recognize the strength of a diverse workforce. Ingram Micro Canada is proud to be an equal-opportunity employer. We consider qualified applicants without regard to race color religion gender national origin age disability veteran status marital status pregnancy sex gender expression or identity sexual orientation citizenship or any other legally protected class. Accommodations for job applicants are available on request please contact us by sending an email to . This email box is designed to assist with accommodations through the hiring process. Emails sent for non-accommodation-related inquiries such as following up on an application will not receive a your email please provide contact details and preferred contact method and describe the accommodation so we can work with you to assist.

Ingram Micros Commitment to ESG (Environment Social & Governance)

Ingram Micro is a values-driven organization and our commitment to ESG performance is a statement about who we are and our desire to make a difference each day through the way we do business. Through our IngramMicroESG program we establish policies programs and practices to achieve continuous improvement on the Environmental Social and Governance areas that are most significant to our stakeholders. Learn more about our ESG initiatives and read our ESG reports here Ingram Micro ESG.