Principal Support Engineer - Customer Reliability & Escalations

About the role

Ingram Micro is looking for a highly experienced Principal Support Engineer to act as a senior technical authority and escalation leader for its most critical customer-impacting issues. This is not a traditional support role: the person leads escalations, drives root cause analysis across multiple technology layers, partners with Engineering and Product leadership and speaks with senior stakeholders up to Director and VP level.

Key responsibilities

• Own and lead resolution of high-priority Sev1 and Sev2 incidents affecting strategic customers.
• Drive end-to-end troubleshooting across applications, integrations, cloud infrastructure, databases and distributed systems.
• Lead cross-functional incident response and technical war rooms with Engineering, Product, Operations, Security and external partners.
• Perform deep root cause analysis using logs, metrics, traces, database analysis and application diagnostics.
• Partner with Engineering teams so that permanent corrective actions are implemented, validated and communicated.
• Identify recurring issues and drive improvements in reliability, observability, automation and operational efficiency.
• Serve as a trusted technical advisor during executive-level customer escalations and critical business events.
• Mentor engineers, influence technical priorities and promote best practices in incident management and problem resolution.

Required profile

• 15+ years of experience in Technical Support Engineering, Site Reliability Engineering, Platform Engineering, Application Support or Production Support.
• Proven success owning and leading enterprise-critical Sev1 and Sev2 incidents through resolution.
• Experience supporting large-scale SaaS, cloud-based or enterprise software platforms in customer-facing environments.
• Exceptional communication skills with engineers, architects, business leaders, Directors and Vice Presidents.
• Preferred: Software Engineering, DevOps, SRE, CI/CD experience, scripting (Python, Bash, PowerShell), and experience in large cloud, fintech, payments or enterprise technology organisations.

Required skills

• Troubleshooting REST APIs, integrations, authentication services, distributed systems, cloud platforms, databases and microservices.
• Hands-on experience with AWS, Azure and/or GCP, Kubernetes, containers, Linux.
• Modern observability tools such as Datadog, Dynatrace, Splunk, Grafana, New Relic, AppDynamics or Elastic.