Expert Support Engineer, Technical Lead

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. Through Ingram Micro Xvantage , our AI powered digital platform, we offer what we believe to be the industry's first business to consumer like experience. We also provide a broad range of technology services, including financing, specialised marketing, and lifecycle management, as well as technical pre and post sales professional support. Learn more at .

Role Overview

We are seeking a highly experienced Lead Technical Support Engineer to operate as the senior technical leader within the support organization. This role builds upon the Senior Technical Support Engineer (L2) foundation, expanding into technical leadership, cross functional influence, and operational ownership. The Lead Engineer serves as the voice of Support with Product and Engineering, driving issue resolution at scale while enabling team effectiveness through mentorship, workflow optimization, shift left initiatives, and continuous innovation.

Key Responsibilities

• Act as the technical escalation point for the most complex and business critical issues.
• Represent Support in Engineering and Product meetings, speaking on behalf of customer impact and supportability.
• Lead technical discussions with Engineering and Product on defects, prioritization, and product improvements.
• Drive end to end workflow management including ticket prioritization, backlog health, and SLA adherence.
• Mentor and coach L1/L2 engineers, elevating technical capability and performance across the team.
• Lead shift left initiatives to improve self service, documentation, and first touch resolution.
• Partner with Product and Engineering to eliminate recurring issues and improve platform stability.
• Lead major incident technical coordination and post incident improvements.

Continuous Learning & Innovation Expectations

• Continuously upskill in emerging technical tools, platforms, and modern support technologies.
• Actively develop expertise in AI tools and capabilities to enhance troubleshooting, automation, and decision making.
• Leverage AI as a transformative tool to improve customer experience, reduce MTTR, and drive support efficiency.
• Drive adoption of AI enabled workflows, including knowledge generation, ticket automation, and self service enhancements.
• Mentor team members on leveraging AI and modern tools to elevate overall team capability and scale impact.

Knowledge, Skills, and Experience

• 7+ years in technical support or related technical roles.
• Strong expertise in cloud, APIs, integrations, and system architecture.
• Proven leadership, mentorship, and cross functional influence.
• Experience driving operational improvements and workflow optimization.
• Excellent communication skills translating technical issues into business impact.

What's on Offer

• Genuine career progression opportunities.
• Hybrid working environment.
• Training and development, including access to LinkedIn Learning and top tier courses.
• Competitive remuneration package.
• Staff purchase policy and a generous benefits scheme.

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. Final offers of employment are subject to the completion of relevant pre employment background checks.