Professional Technical Support Enigneer

**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. 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 **Professional 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 SLO’s 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   Other Information: Work Schedule: Graveyard Shift (US) Hybrid Setup - 10x a month RTO _\* 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._