Senior Technical Support Engineer

Description

**It's fun to work in a company where people truly BELIEVE in what they're doing!** Job Description: **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 Micro** **Xvantage** **™** , we enable smarter, faster, and more scalable ways to do business. Together, **let’s** **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 mission—ensuring 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** As a Senior Technical Support Engineer, you will act as a **technical 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. **What** **you’ll** **do:** * 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 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, Ital ian , French, English **Why Join Ingram Micro?** At Ingram Micro, you’ll 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. **Let’s** **shape tomorrow—together.**