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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, Italian, 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.

Senior Technical Support Engineer

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