Principal, Support Engineer
Core
Senior technical expert driving rapid resolution of complex customer issues for a global IT distributor's platform.
Role type
Principal, hands-on IC Support Engineer
Builds
Customer experience and platform reliability for B2B technology experts
Domain
IT Distribution / SaaS Platform Support
Deliverable
client delivery
Required skills
Datadog (logs, traces, dashboards), REST API troubleshooting, distributed systems diagnosis, vendor escalation management, MTTR analysis, SOP development, Zendesk
Preferred skills
SRE experience, strategic enterprise customer interface
Technologies
Datadog, Postman, cURL, Zendesk, Microsoft, Adobe, AWS, Cisco
Responsibilities
Perform hands-on technical troubleshooting using Datadog and API tools; Lead high-severity customer escalations; Drive vendor ticket escalations; Collaborate with Engineering for root-cause fixes; Partner with Product to identify platform gaps; Analyse MTTR and SLA trends; Develop SOPs and troubleshooting guides; Identify automation opportunities for support workflows
Seniority
Principal, hands-on IC