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!

This position is located in our Buffalo, NY office with opportunity to be on a hybrid schedule and a few days remote per week.

We are looking for a 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.  As a TSE, you’ll 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    

 What you bring to the role: 

• High school diploma required. Secondary degree preferred. 

• 4–7+ years in 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 

• 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 environment. 

• Strong analytical and problem-solving skills. 

• Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL   

• Strong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP   

• Basic understanding or experience working on Linux environments