Senior Technical Support Engineer

About Ingram Micro

Ingram Micro powers the global IT ecosystem—connecting technology vendors, partners, and businesses to unlock the full promise of innovation. With operations reaching over 90% of the world’s population and our digital platform,Ingram MicroXvantage™, we enable smarter, faster, and more scalable ways to do business. Together,let’sshape tomorrowby driving technology forward and creating real impact across the globe.

About the Team

OurUnified Supportteam sits at the heart of this mission—ensuring technology runs seamlessly for customers worldwide. Through deep technicalexpertise, 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

As a Senior Technical Support Engineer, you will act as atechnical authority for complex customer challenges, owning escalations across Azure, AWS, and ERP-integrated environments. You will lead incident response, drive root cause analysis, and partner cross-functionally to improve system resilience and customer experience.

Whatyou’lldo:

• Troubleshoot and resolve advanced issues across Azure/AWS services

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

• Lead critical incident response, including bridge calls and service restoration

• Diagnose outages, performance issues, and configuration errors using monitoring tools and logs

• Troubleshoot ERP and SAP integrations, ensuring stable data flows and operations

• Conduct root cause analysis (RCA) and drive long-term improvements

• Collaborate with Engineering, Product, ERP, and vendor teams

• Maintain documentation, mentor junior engineers, and improve support processes

What You Bring

• Bachelor’s degree in Computer Science, Information Systems, or equivalent

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

• 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 tooperateeffectively 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

Why Join Ingram Micro?

At Ingram Micro,you’llhave the opportunity to grow your career at global scale, working withcutting-edgetechnologies and diverse teams across regions. We are committed to your development, value inclusion, and empower you to make an impact. Here, yourexpertisehelps shape resilient, future-ready platforms that power businesses worldwide.

Let’sshape tomorrow—together.