Senior Technical Support Engineer

Senior Technical Support Engineer

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.