Helping Customers Succeed at Scale Through Unified Support

Meet Tracey Waters 

Tracey Waters is the Director for Unified Support at Ingram Micro, leading a global team that supports customers and associates across regions. Based in the United States, she is energized by fast-moving environments where people, process, technology, and service come together to help others succeed. 

“When our customers succeed, we succeed,” she says. “That’s what motivates the work we do every day.” 

For Tracey, support is not just about solving challenges in the moment. It is about creating momentum that helps businesses keep moving forward. 

What Drew Her to Ingram Micro 

Tracey was drawn to Ingram Micro because of its scale and the opportunity to work close to customers while helping shape how the platform evolves. 

“The Unified Support team helps our associates and customers solve challenges on our Xvantage platform,” she explains. “Any transaction they need to run their business, we are there to help.” 

Each day, her team supports requests from around the world through chat, phone, email, and digital tools. What stands out is not just the volume, but the responsibility that comes with it. 

“Our job is to be there in the channel of choice our customers need,” Tracey says. “Helping them move forward is what matters.” 

Turning Support Into Progress 

Support is sometimes seen as simply fixing what is not working. Tracey sees a much bigger opportunity. 

“The exciting part is being able to turn the conversation into how we enable people and prevent the same challenge in the future,” she says. 

Unified Support looks beyond the immediate request to understand patterns and root causes. That insight helps improve the platform experience for everyone, customers and internal teams alike. 

“Support is not just reacting,” Tracey explains. “It’s improving how things work over time or being that proactive support arm.” 

We are launching self-service, AI-led, platform-led interaction capabilities to our customers which is an exciting evolution. 

This approach allows customers to be part of shaping a stronger, more efficient ecosystem, while teams focus on meaningful improvements that create lasting value. 

Collaboration at the Center of the Business 

Unified Support operates as a global service delivered on behalf of local countries and their customers. Collaboration is essential to making that work. 

“We work with sales, customer success, finance, engineering, product and country leaders,” Tracey says. “Every day, we connect across teams to get things done.” 

She describes support as a central hub, where people gain visibility into many parts of the business and understand how decisions connect across functions. 

“It’s a valuable place to be,” she shares. “You see how the business really works, and you build a broad set of skills.” 

Open communication and access to leadership help teams stay aligned across time zones. 

“Anyone can reach out to anyone,” Tracey adds. “There is always leadership available to help remove barriers.” 

Growing Skills and Confidence Over Time 

Growth in Unified Support is intentional and structured. Tracey describes it as a step-by-step journey that allows people to build confidence at a steady pace. 

“When people join, there is a learning path over several months,” she explains. “It gives you the space to grow into the role and develop your skills.” 

As Ingram Micro continues to evolve as a platform company, support roles are evolving too. Associates gain exposure to product, engineering, and business teams, helping them discover where their interests and strengths align. 

“You get visibility into many different areas,” Tracey says. “That helps people shape what they want to do next.” 

Looking Ahead 

For anyone considering a role in Unified Support, Tracey believes curiosity and care make the difference. 

“You don’t need to know everything on day one,” she says. “What matters is being open to learning and wanting to help others succeed.” 

Being part of a global support team means your work connects people, platforms, and possibilities across borders. When you help someone move forward, you feel it too, in your growth, your confidence, and the shared impact you create.