Sr Technical Support Engineer (VTS)
Core
Senior Technical Support Engineer providing expert-level technical assistance, troubleshooting, and root cause analysis for complex software, API, and infrastructure issues across cloud and hardware solutions.
Role type
Senior IC Technical Support Engineer
Builds
Customer success and stability for Ingram Micro's global IT ecosystem (Xvantage platform, Azure, M365)
Domain
IT Services / Cloud Infrastructure / SaaS
Deliverable
client delivery
Required skills
Complex technical troubleshooting, root cause analysis, API integration knowledge, cloud services management, scripting (Python/Shell), incident response leadership, technical documentation creation, stakeholder management with engineering teams
Preferred skills
SaaS platform experience, web technologies understanding, ticketing system proficiency, Linux environment familiarity, virtualization/orchestration knowledge
Technologies
Azure, M365, AWS, GCP, Python, Shell, Bash, PowerShell, JSON, REST, OAuth, SQL, MySQL, MSSQL, PostgreSQL, Apache, IIS, Docker, Kubernetes, JIRA, Confluence, Zendesk
Responsibilities
Respond to complex inbound technical service requests via phone and email; Diagnose and resolve technical problems across software, APIs, and infrastructure; Reproduce issues and conduct root cause analysis; Create and maintain internal runbooks and technical documentation; Lead incident response or participate in on-call rotation; Identify support trends and partner with Product & Engineering on long-term solutions; Log issues and status updates in internal tracking systems; Support multiple cloud and hardware solutions; Triage issues to internal and external teams to meet SLOs
Seniority
Senior, hands-on IC