Descripción
Role Overview
The Principal Technical Support Engineer is a senior individual contributor responsible for solving complex, cross-platform technical problems and improving the reliability and supportability of Ingram Micro's digital ecosystem. The role operates across Support, Engineering, Product, Cloud Operations, SRE, and partner teams to identify systemic failure patterns, establish technical standards, and convert incident learning into durable product, platform, and operational improvements.
This role combines hands-on technical depth with broad organizational influence. The Principal Engineer acts as a technical authority for issues that exceed established support playbooks, while enabling other engineers through architecture guidance, observability, automation, reusable diagnostics, and knowledge engineering.
Key Responsibilities
- Serve as a principal technical escalation point for complex, cross-platform, and systemic customer issues.
- Lead technical investigations and root cause analysis for major incidents, recurring defects, and ambiguous failure scenarios.
- Define diagnostic standards, troubleshooting methodologies, technical runbooks, and reusable investigation patterns.
- Partner with Engineering, Product, SRE, and Cloud Operations to improve platform reliability, resilience, observability, and supportability.
- Translate customer-impact patterns and incident data into prioritized technical recommendations and permanent corrective actions.
- Identify recurring support demand that can be eliminated through product fixes, automation, self-service, or workflow redesign.
- Design and validate AI-assisted troubleshooting, case summarization, knowledge generation, and diagnostic workflows with appropriate human oversight.
- Establish monitoring, logging, tracing, alerting, and platform health requirements that improve proactive detection and accelerate diagnosis.
- Provide technical leadership during major incidents and ensure lessons are converted into corrective and preventive actions.
- Lead technical initiatives spanning multiple support teams, platforms, regions, or engineering domains.
- Mentor Senior and Lead Technical Support Engineers and develop reusable technical learning paths, labs, and diagnostic practices.
- Communicate technical conditions, customer impact, risk, and recommended actions clearly to technical, business, and executive stakeholders.
- Contribute to support technology strategy, platform roadmaps, operational readiness, and technical investment priorities.
Scope and Level Expectations
- Technical scope - Multiple platforms, products, regions, or engineering domains.
- Problem profile - Ambiguous, systemic, recurring, or cross-platform issues beyond established playbooks.
- Primary impact - Prevents repeat failure, improves supportability, and raises organizational technical capability.
- Influence - Shapes technical decisions and standards across Support, Product, Engineering, SRE, and Operations without direct authority.
- Leadership model - Senior individual contributor who remains hands-on while multiplying the effectiveness of other engineers.
- Decision horizon - Balances immediate restoration with durable corrective actions and longer-term platform improvement.
Required Qualifications and Experience
- 10+ years of experience across technical support engineering, software engineering, cloud operations, SRE, platform engineering, or equivalent disciplines.
- Demonstrated success diagnosing complex distributed, cloud, SaaS, API, integration, database, or infrastructure issues.
- Experience leading cross-functional technical investigations and influencing permanent corrective actions.
- Strong understanding of observability, incident management, problem management, reliability engineering, and operational readiness.
- Experience designing automation, diagnostic tooling, or AI-assisted support capabilities.
- Demonstrated ability to influence technical decisions without direct authority.
- Strong written and verbal communication, including translating technical risk into customer and business impact.
- Track record of mentoring senior engineers and raising technical capability across teams.
- Bachelor's degree in Computer Science, Engineering, Information Systems, or equivalent practical experience.
Preferred Experience
- Enterprise commerce, cloud marketplace, subscription, billing, identity, or ERP-integrated platforms.
- Azure, AWS, containerized environments, and cloud-native architectures.
- REST APIs, authentication flows, microservices, event-driven integrations, and distributed tracing.
- Datadog, Splunk, Application Insights, or equivalent observability platforms.
- Python, PowerShell, or equivalent scripting and workflow automation.
- AI-assisted support engineering, knowledge systems, or agentic workflow design.
- ITIL, SRE, cloud, security, or architecture certifications.
Success Outcomes
- Recurring technical demand is reduced through permanent fixes, automation, improved diagnostics, and product or workflow changes.
- Technical standards, runbooks, and investigation patterns are adopted across teams and improve consistency of execution.
- Observability and diagnostic coverage improve the speed and quality of issue detection, isolation, and resolution.
- Product and Engineering decisions increasingly reflect customer impact, operational evidence, and supportability requirements.
- Senior engineers demonstrate stronger independent problem solving and broader technical leadership.
- AI-assisted support capabilities deliver measurable gains in customer effort, repeat contact reduction, knowledge quality, or Support-controlled resolution performance.
Hybrid Setup: 10x a month RTO
Work Schedule: Graveyard Shift
