Professional Technical Support Engineer

**It's fun to work in a company where people truly BELIEVE in what they're doing!** Job Description:  **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, **let’s shape tomorrow** by driving technology forward and creating real impact across the globe.  **About the Team**  Our **Unified Support** team sits at the heart of this mission—ensuring technology runs seamlessly for customers worldwide. Through deep technical expertise, cross-functional collaboration, and a relentless focus on customer success, we solve complex challenges across cloud and ERP-integrated environments while improving reliability, performance, and customer satisfaction.  **The Role: Technical Support Engineer**  As a Technical Support Engineer, you will act as a **technical authority for complex customer challenges**, owning escalations across Azure, AWS, and ERP-integrated environments. You will lead incident response, drive root cause analysis, and partner cross-functionally to improve system resilience and customer experience.  **What you’ll do:**  * Troubleshoot and resolve advanced issues across Azure/AWS services  * Support hybrid, multi-cloud, and on-premises integrations  * Lead critical incident response, including bridge calls and service restoration  * Diagnose outages, performance issues, and configuration errors using monitoring tools and logs  * Troubleshoot ERP and SAP integrations, ensuring stable data flows and operations  * Conduct root cause analysis (RCA) and drive long-term improvements  * Collaborate with Engineering, Product, ERP, and vendor teams  * Maintain documentation, mentor junior engineers, and improve support processes  **What You Bring**  * Bachelor’s degree in Computer Science, Information Systems, or equivalent  * 5+ years in cloud support engineering, technical support, cloud operations, or SRE-adjacent roles  * Experience troubleshooting SaaS-based cloud solutions  * Solid understanding of SQL and database concepts, including experience with Apache, IIS, MySQL, MSSQL, and PostgreSQL  * Strong troubleshooting ability across APIs and cloud services  * Solid understanding of ITIL processes: Incident, Problem, Change, RCA  * Exceptional communication skills and a customer-first mindset  * Ability to operate effectively in fast-paced, global, high-pressure environments  **Nice-to-have specializations:**  * Scripting skills in PowerShell and/or Python (Bash a plus)  * Experience with monitoring tools (Datadog, Zabbix, Azure Monitor, CloudWatch)  * SAP BRIM (FICA, CI) or SAP FICO experience  * Infrastructure as Code (Terraform, CloudFormation)  * Container technologies (Docker, Kubernetes)  * Azure/AWS certifications  * ITIL certification (Foundation or higher)  * Microsoft 365 and Entra ID enterprise experience  * Cloud cost optimization experience  * Native or Fluent in Multiple Languages: Spanish, German, Portugues, Italian, French, English  **Why Join Ingram Micro?**  At Ingram Micro, you’ll have the opportunity to grow your career at global scale, working with cutting-edge technologies and diverse teams across regions. We are committed to your development, value inclusion, and empower you to make an impact. Here, your expertise helps shape resilient, future-ready platforms that power businesses worldwide.  **Let’s shape tomorrow—together.**  Other Information: Work Schedule: Must be amenable to work on graveyard shift Work Setup: Hybrid 10x a month RTO