Technical Support Engineer - Azure

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!

Technical Support Engineer - Azure

We’re seeking a customer-focused Technical Support Engineer with deep expertise in Microsoft Azure to provide frontline support for cloud infrastructure, services, and applications. This role involves diagnosing issues, resolving incidents, and delivering a seamless support experience for internal users and external clients. As a TSE, you will also be deeply embedded in our product ecosystem, collaborating across engineering, product, and customer-facing teams to ensure a top notch customer experience.
 

Essential Responsibilities Of Your Role:

• Responding to complex inbound Azure Technical service requests over the phone and email directly with customers (VMs, Networking, Storage, Identity, etc.)

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

• Diagnose and resolve system outages, performance issues, and configuration errors

• Provide Tier 2 support for cloud-based infrastructure and applications

• Guide users through Azure features, configurations, and best practices

• Escalate unresolved issues to engineering or Tier 3 support teams

• Document issues and resolutions in the support ticket system for future reference

• 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   

 Knowledge, Skills, and/or Abilities You Need To Have:

• 4–7+ years in Azure technical support, solutions engineering, or a similar customer-facing technical role

• Deep experience with relevant stack: SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), or networking

• Strong knowledge of Microsoft Azure services and architecture is a must have

• Proficiency in Azure CLI, PowerShell, and diagnostic tools

• Familiarity with networking protocols (DNS, DHCP, TCP/IP) and OS-level troubleshooting (Windows/Linux)

• Excellent problem-solving and communication skills

• Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure

• Strong understanding of web technologies, integrations, or system architecture

• Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases

• Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills; with a customer-first mindset.

• Ability to prioritize user requests effectively and manage user expectations.

• Ability to balance attention to detail with expeditious execution in a fast-paced environment working.

• Passion for driving exceptional customer experience.

• Ability to work through ambiguity and thrive in a rapidly changing business