Sr. Technical Support Engineer

Accelerate your career. Join the organization that's driving the world's technology and shape the future. 

Ingram Micro is a leading technology company 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

Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey!

We are looking for a Senior Technical Support Engineer to join our high-performing support team and provide expert-level technical assistance to our customers. In this role, you will serve as a trusted advisor, solving complex product issues, and contributing to continuous product and process improvement.  You will be deeply embedded in our product ecosystem, collaborating across engineering, product, and customer-facing teams to ensure a top-notch customer experience. 
 

Your Role: 

• Responding to complex inbound technical service requests over the phone and email per day directly with customers. 

• Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure. 

• Reproduce issues, conduct root cause analysis, and work closely with engineering on bug fixes and feature requests 

• Create and maintain internal runbooks, FAQs, and technical documentation 

• Lead incident response or participate in on-call rotation for critical issues 

• Identify support trends and partner with Product & Engineering on long-term solutions 

• Accurately and efficiently log all issues and status updates in our internal tracking system. 

• Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success. 

• Supporting multiple cloud and hardware solutions  

• Contributing to the development of service desk processes and procedures. 

• Interacts closely with various departments and vendors to provide timely resolution on issues. 

• Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert, and providing diagnoses and issue resolution on our Platform.    

• Triaging to internal and external teams, pushing for resolution within SLO’s by being the Customer advocate with Engineering, Development and 3rd party Vendor teams    

• Responding to complex inbound Azure and M365<