Principal Support Engineer
Core
Senior technical expert driving rapid resolution of complex customer issues for global technology platforms through troubleshooting, log analysis, and vendor coordination.
Role type
Principal Support Engineer (Senior IC)
Builds
Customer experience improvements, root-cause fixes, and operational workflows for Ingram Micro's global technology portfolio.
Domain
Enterprise Technology Support / SaaS / Cloud Infrastructure
Deliverable
client delivery
Required skills
Technical troubleshooting, Datadog monitoring, REST API analysis, distributed systems diagnosis, vendor escalation management, incident management, SOP development, automation strategy
Preferred skills
Zendesk expertise, Postman/cURL proficiency, JSON payload analysis, MTTR optimization
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 to deliver root-cause fixes; Partner with Product to identify platform gaps; Analyze MTTR performance and publish metrics; Develop SOPs and troubleshooting guides; Identify automation opportunities for support workflows
Seniority
Principal, hands-on IC