Descripción de la oferta
About Ingram Micro
Ingram Micro powers the global IT ecosystem - connecting technology vendors, partners, and businesses to unlock the full promise of innovation. With operations reaching over 90% of the world's population and our digital platform,
About Ingram Micro
Ingram Micro powers the global IT ecosystem - connecting technology vendors, partners, and businesses to unlock the full promise of innovation. With operations reaching over 90% of the world's population and our digital platform, Ingram Micro Xvantage, we enable smarter, faster, and more scalable ways to do business. Together, Lets shape tomorrow by driving technology forward and creating real impact across the globe.
Join Unified Support at Ingram Micro and help keep global technology running smoothly through collaboration, problem-solving, and real customer impact.
We are looking for a Senior Technical Support Engineer to join our high-performing support team and provide expert-level technical assistance to our customers. In this role, you will serve as a trusted advisor, solving complex product issues, and contributing to continuous product and process improvement. You will be deeply embedded in our product ecosystem, collaborating across engineering, product, and customer-facing teams to ensure a top notch customer experience.
Key Responsibilities
Responding to complex inbound Technical service requests over the phone and email per day directly with customers.
Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure.
Reproduce issues, conduct root cause analysis, and work closely with engineering on bug fixes and feature requests
Create and maintain internal runbooks, FAQs, and technical documentation
Lead incident response or participate in on-call rotation for critical issues
Identify support trends and partner with Product & Engineering on long-term solutions
Accurately and efficiently log all issues and status updates in our internal tracking system.
Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success.
Supporting multiple cloud and hardware solutions
Contributing to the development of service desk processes and procedures.
Interacts closely with various departments and vendors to provide timely resolution on issues.
Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert, and providing diagnoses and issue resolution on our Platform.
Triaging to internal and external teams, pushing for resolution within SLOs by being the Customer advocate with Engineering, Development and 3rd party Vendor teams
Note: This is not a complete list of tasks.
Knowledge, Skills, And Experience
4-7+ years in technical support, solutions engineering, or a similar customer-facing technical role
Deep experience with relevant stack: SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), or networking
Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure
Strong understanding of web technologies, integrations, or system architecture
Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases
Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills; with a customer-first mindset.
Ability to prioritize user requests effectively and manage user expectations.
Ability to balance attention to detail with expeditious execution in a fast-paced environment working.
Passion for driving exceptional customer experience.
Ability to work through ambiguity and thrive in a rapidly changing business environment.
Strong analytical and problem-solving skills.
High school diploma (or equivalent) required. Secondary degree preferred.
Experience working with Webservers and Databases - Apache, IIS, MySQL, MSSQL and PostgreSQL
Strong knowledge of Application Protocols - DNS, HTTP, HTTPS (SSL), FTP
Basic understanding or experience working on Linux environments
General understanding of technologies on Apis webservice: JSON, REST, OAuth,..
Flexibility working some weekends and later hours to help fulfill a 24x7 business
Passion for providing exemplary customer service, strong customer focus
Eager to learn new technologies
Good verbal and written professional communication, fluent in English.
Self-motivated and proactive in performing duties
Attention to detail
Nice to have. Exposure to:
ITIL certification
Microsoft Azure certification
Hands-on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP
Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP Knowledge of SQL
Exposure to virtualization and orchestration technologies such as Docker
and Kubernetes
Experience with JIRA and Confluence
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This is not a complete listing of the job duties. It's a representation of the things you will be doing, and you may not perform all these duties.
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