Principal Support Engineer

About

Become a Principal Support Engineer with Ingram Micro in Mississauga, Ontario, and take the lead in troubleshooting complex issues for a global audience. This hybrid role offers the chance to utilize your advanced technical skills.

As a key contributor at Ingram Micro, you will bring over 10 years of experience in Technical Support Engineering to this senior position, focusing on customer escalations and technical direction. Collaborating with Engineering and vendors, you will streamline processes and improve service delivery.

Leverage your technical acumen to elevate the customer experience at Ingram Micro.

Responsibilities

• Execute hands-on troubleshooting using Datadog and APIs
• Manage high-severity customer escalations decisively
• Drive vendor escalations and ensure timely follow-ups
• Work closely with Engineering for permanent fixes
• Monitor MTTR and operational efficiency metrics

Requirements

• Bachelor’s degree in engineering or equivalent
• Over 10 years in Technical Support/SRE roles
• Proficiency with APIs and Python scripting
• Strong analytical skills for performance interpretation
• Familiarity with Zendesk and SLA management