Sr Technical Support Engineer

About the Role

We are seeking a Senior Technical Support Engineer to join our high-performing support team and deliver expert-level assistance to our customers. In this role, you will act as a trusted technical advisor, resolving complex product issues and driving continuous improvement across our support and product ecosystem. You'll collaborate closely with Engineering, Product, and customer-facing teams to ensure an exceptional customer experience. This is an opportunity to work on cutting-edge technologies while making a meaningful impact on customer success.

Key Responsibilities

• 4-7+ years' experience in technical support, solutions engineering, or a similar customer-facing technical role
• Strong experience with SaaS platforms, APIs, databases, and cloud environments (AWS, Azure, or GCP)
• Proficiency in scripting (Python, Shell, Bash, PowerShell, or similar)
• Solid understanding of web technologies, system architecture, and integrations
• Experience with ticketing systems such as Zendesk, Jira, and knowledge base tools
• Strong troubleshooting and analytical skills with the ability to work under pressure
• Knowledge of webservers and databases (Apache, IIS, MySQL, MSSQL, PostgreSQL)
• Understanding of protocols such as DNS, HTTP/HTTPS (SSL), and FTP
• Familiarity with APIs and web services (REST, JSON, OAuth)
• Basic experience working in Linux environments
• Excellent verbal and written communication skills with a strong customer-first mindset
• Ability to prioritize, manage expectations, and work in a fast-paced environment
• Willingness to work flexible hours, including weekends, to support a 24/7 business
• Self-motivated, detail-oriented, and eager to learn new technologies

Nice to Have

• ITIL or Microsoft Azure certifications
• Experience with Docker, Kubernetes, or virtualization technologies
• Hands-on experience with cloud platforms (Azure, AWS, GCP)
• Exposure to SQL and scripting languages
• Experience with Jira and Confluence

Role Requirements

• Respond to complex technical support requests via phone and email
• Diagnose, troubleshoot, and resolve issues across software, APIs, integrations, and infrastructure
• Reproduce issues, conduct root cause analysis, and collaborate with Engineering on fixes and enhancements
• Act as a subject matter expert supporting customers and resellers on the platform
• Lead or participate in incident response and on-call rotations for critical issues
• Create and maintain technical documentation, runbooks, and FAQs
• Identify support trends and partner with Product and Engineering on long-term improvements
• Log, track, and update all issues accurately in internal systems
• Advocate for customers by triaging issues and ensuring resolution within defined SLOs
• Support multiple cloud and hardware solutions
• Collaborate with internal teams and external vendors to resolve issues promptly
• Contribute to the development and improvement of service desk processes and procedures
• Understand customer business impact and ensure timely, effective issue resolution

Benefits

Your growth is our priority. Access to LinkedIn Learning and a plethora of top-tier training courses to enrich your skills. With a vast organisation like ours, national and international career opportunities abound, putting you firmly in the driver's seat of your career trajectory. Genuine Career Progression Opportunities. Hybrid Working Environment. Training & Development. Competitive Remuneration Package. Staff Purchase Policy and a generous Benefits Scheme.

EEO Statement

Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.