Principal, Enterprise Integration (Technical Engineer)

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

Job Description:

The Principal Technical Support Engineer is a senior individual contributor responsible for solving complex cross-platform technical problems and improving the reliability and supportability of Ingram Micros digital ecosystem. The role operates across Support Engineering Product Cloud Operations SRE and partner teams to identify systemic failure patterns establish technical standards and convert incident learning into durable product platform and operational improvements.

This role combines hands-on technical depth with broad organizational influence. The Principal Engineer acts as a technical authority for issues that exceed established support playbooks while enabling other engineers through architecture guidance observability automation reusable diagnostics and knowledge engineering.

• Serve as a principal technical escalation point for complex cross-platform and systemic customer issues.
• Lead technical investigations and root cause analysis for major incidents recurring defects and ambiguous failure scenarios.
• Define diagnostic standards troubleshooting methodologies technical runbooks and reusable investigation patterns.
• Partner with Engineering Product SRE and Cloud Operations to improve platform reliability resilience observability and supportability.
• Translate customer-impact patterns and incident data into prioritized technical recommendations and permanent corrective actions.
• Identify recurring support demand that can be eliminated through product fixes automation self-service or workflow redesign.
• Design and validate AI-assisted troubleshooting case summarization knowledge generation and diagnostic workflows with appropriate human oversight.
• Establish monitoring logging tracing alerting and platform health requirements that improve proactive detection and accelerate diagnosis.
• Provide technical leadership during major incidents and ensure lessons are converted into corrective and preventive actions.
• Lead technical initiatives spanning multiple support teams platforms regions or engineering domains.
• Mentor Senior and Lead Technical Support Engineers and develop reusable technical learning paths labs and diagnostic practices.
• Communicate technical conditions customer impact risk and recommended actions clearly to technical business and executive stakeholders.
• Contribute to support technology strategy platform roadmaps operational readiness and technical investment priorities.

• Technical scope- Multiple platforms products regions or engineering domains.
• Problem profile- Ambiguous systemic recurring or cross-platform issues beyond established playbooks.
• Primary impact- Prevents repeat failure improves supportability and raises organizational technical capability.
• Influence- Shapes technical decisions and standards across Support Product Engineering SRE and Operations without direct authority.
• Leadership model- Senior individual contributor who remains hands-on while multiplying the effectiveness of other engineers.
• Decision horizon- Balances immediate restoration with durable corrective actions and longer-term platform improvement.

• 10 years of experience across technical support engineering software engineering cloud operations SRE platform engineering or equivalent disciplines.
• Demonstrated success diagnosing complex distributed cloud SaaS API integration database or infrastructure issues.
• Experience leading cross-functional technical investigations and influencing permanent corrective actions.
• Strong understanding of observability incident management problem management reliability engineering and operational readiness.
• Experience designing automation diagnostic tooling or AI-assisted support capabilities.
• Demonstrated ability to influence technical decisions without direct authority.
• Strong written and verbal communication including translating technical risk into customer and business impact.
• Track record of mentoring senior engineers and raising technical capability across teams.
• Bachelors degree in Computer Science Engineering Information Systems or equivalent practical experience.

• Enterprise commerce cloud marketplace subscription billing identity or ERP-integrated platforms.
• Azure AWS containerized environments and cloud-native architectures.
• REST APIs authentication flows microservices event-driven integrations and distributed tracing.
• Datadog Splunk Application Insights or equivalent observability platforms.
• Python PowerShell or equivalent scripting and workflow automation.
• AI-assisted support engineering knowledge systems or agentic workflow design.
• ITIL SRE cloud security or architecture certifications.

• Recurring technical demand is reduced through permanent fixes automation improved diagnostics and product or workflow changes.
• Technical standards runbooks and investigation patterns are adopted across teams and improve consistency of execution.
• Observability and diagnostic coverage improve the speed and quality of issue detection isolation and resolution.
• Product and Engineering decisions increasingly reflect customer impact operational evidence and supportability requirements.
• Senior engineers demonstrate stronger independent problem solving and broader technical leadership.
• AI-assisted support capabilities deliver measurable gains in customer effort repeat contact reduction knowledge quality or Support-controlled resolution performance.

Hybrid Setup: 10x a month RTO

Work Schedule: Graveyard Shift