Professional Technical Support

**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: Senior Technical Support Engineer** We are seeking a Senior Technical Support Engineer to support scalable, high-quality software solutions across our platform ecosystem. This role combines deep technical expertise with strong ownership, resolving complex system issues, and partnering cross-functionally to deliver reliable, high-performing applications. **What you’ll do:** * Troubleshoot and resolve complex technical issues across software, APIs, and infrastructure * Perform root cause analysis and drive defect resolution and product improvements * Collaborate with cross-functional teams to deliver new features and enhancements * Ensure system reliability, performance optimization, and incident resolution * Participate in on-call support and critical incident management * Maintain technical documentation, runbooks, and knowledge artifacts * Create and maintain internal runbooks, FAQs, and technical documentation * Well versed with support processes of Incident management /Change Management/ Request Management and Problem Management * Knowledge of Software Application Lifecycle processes such as defect tracking, automated build, requirements management, version control, continuous integration and code development best practices. * Resolve customer issues directly through phone, chat, and ticket-based support channels. **What You Bring** * 5+ years of experience in software engineering, technical support or application development * Strong experience with distributed systems and web-based applications * Experience working in agile and cross-functional environments * 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 Work Setup: Hybrid (10x a month RTO) Work Schedule: Graveyard Shift **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.