Professional, Technical Support (Technical Engineer)

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

Job Description:

About Ingram Micro

Ingram Micro powers the global IT ecosystemconnecting technology vendors partners and businesses to unlock the full promise of innovation. With operations reaching over 90% of the worlds population and our digital platform Ingram Micro Xvantage we enable smarter faster and more scalable ways to do business. Together lets shape tomorrow by driving technology forward and creating real impact across the globe.

About the Team

Our Unified Support team sits at the heart of this missionensuring 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 youll 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

Work Setup: Hybrid (10x a month RTO)

Work Schedule: Graveyard Shift

Why Join Ingram Micro

At Ingram Micro youll have the opportunity to grow your career at global scale working with cutting-edge technologies and diverse teams across regions. We are committed to your development value inclusion and empower you to make an impact. Here your expertise helps shape resilient future-ready platforms that power businesses worldwide.