Sr Technical Support Engineer

About the role

Ingram Micro is a leading technology distributor 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 www.ingrammicro.com. We are seeking a Senior Technical Support Engineer to join our high-performing support team and deliver expert-level assistance to our customers. In this role, you will act as a trusted technical advisor, resolving complex product issues and driving continuous improvement across our support and product ecosystem. You'll collaborate closely with Engineering, Product, and customer-facing teams to ensure an exceptional customer experience. This is an opportunity to work on cutting-edge technologies while making a meaningful impact on customer success.

Responsibilities

• 4-7+ years' experience in technical support, solutions engineering, or a similar customer-facing technical role
• Strong experience with SaaS platforms, APIs, databases, and cloud environments (AWS, Azure, or GCP)
• Proficiency in scripting (Python, Shell, Bash, PowerShell, or similar)
• Solid understanding of web technologies, system architecture, and integrations
• Experience with ticketing systems such as Zendesk, Jira, and knowledge base tools
• Strong troubleshooting and analytical skills with the ability to work under pressure
• Knowledge of webservers and databases (Apache, IIS, MySQL, MSSQL, PostgreSQL)
• Understanding of protocols such as DNS, HTTP/HTTPS (SSL), and FTP
• Familiarity with APIs and web services (REST, JSON, OAuth)
• Basic experience working in Linux environments
• Excellent verbal and written communication skills with a strong customer-first mindset
• Ability to prioritize, manage expectations, and work in a fast-paced environment
• Willingness to work flexible hours, including weekends, to support a 24/7 business
• Self-motivated, detail-oriented, and eager to learn new technologies

Requirements

• ITIL or Microsoft Azure certifications
• Experience with Docker, Kubernetes, or virtualization technologies
• Hands-on experience with cloud platforms (Azure, AWS, GCP)
• Exposure to SQL and scripting languages
• Experience with Jira and Confluence
• Role requirements:
• Respond to complex technical support requests via phone and email
• Diagnose, troubleshoot, and resolve issues across software, APIs, integrations, and infrastructure
• Reproduce issues, conduct root cause analysis, and collaborate with Engineering on fixes and enhancements
• Act as a subject matter expert supporting customers and resellers on the platform
• Lead or participate in incident response and on-call rotations for critical issues
• Create and maintain technical documentation, runbooks, and FAQs
• Identify support trends and partner with Product and Engineering on long-term improvements
• Log, track, and update all issues accurately in internal systems
• Advocate for customers by triaging issues and ensuring resolution within defined SLOs
• Support multiple cloud and hardware solutions
• Collaborate with internal teams and external vendors to resolve issues promptly
• Contribute to the development and improvement of service desk processes and procedures
• Understand customer business impact and ensure timely, effective issue resolution
• What's On Offer
• Your growth is our priority. Access to LinkedIn Learning and a plethora of top-tier training courses to enrich your skills. With a vast organisation like ours, national and international career opportunities abound, putting you firmly in the driver's seat of your career trajectory.
• Genuine Career Progression Opportunities
• Hybrid Working Environment
• Training & Development
• Competitive Remuneration Package
• Staff Purchase Policy and a generous Benefits Scheme
• Final offers of employment are subject to the completion of relevant pre‑employment background checks.
• #LI-TS
• #LI-HYBRID

Benefits

Additional Information

It's fun to work in a company where people truly BELIEVE in what they're doing! Job Description:

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