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Principal, Support Engineer

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Principal, Support Engineer

Beschrijving

About us:

Ingram Micro is a leading technology distributor for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com.

About Role

The Principal Support Engineer is a senior, hands-on technical expert responsible for driving the rapid resolution of complex customer issues. This role blends deep technical troubleshooting, advanced log and API analysis, Datadog monitoring expertise, and leadership of high‑severity escalations. You will collaborate closely with Engineering, Product, and external vendors to eliminate root causes, improve MTTR, and elevate the overall customer experience.

This is a high-visibility individual contributor role requiring strong ownership, urgency, and the ability to translate complex technical problems into clear, actionable paths for both customers and internal stakeholders.

Key Responsibilities

  • Perform hands-on technical troubleshooting using Datadog (logs, traces, dashboards), API tools (Postman/cURL), and distributed log tracing.
  • Lead high-severity and strategic customer escalations, providing authoritative technical direction and timely communication.
  • Drive vendor ticket escalations, ensuring SLA adherence and proactive follow-ups with Microsoft, Adobe, AWS, Cisco, and others.
  • Collaborate with Engineering to deliver root-cause fixes, submit detailed technical findings, and validate permanent resolutions.
  • Partner with Product to identify platform gaps, recurring customer pain points, and areas for workflow or UX improvement.
  • Analyse MTTR performance, SLA trends, and operational bottlenecks; publish weekly metrics and insights.
  • Develop SOPs, escalation workflows, and troubleshooting guides that improve global support operations.
  • Identify automation opportunities and collaborate with internal teams to enhance Zendesk workflows and self-service deflection.

Required Skills & Qualifications

  • 10+ years in Technical Support Engineering, Escalations, SRE, or related roles.
  • Expertise with Datadog (log search, traces, monitors, dashboards).
  • Strong REST API troubleshooting using Postman, cURL, authentication flows, and JSON payload analysis.
  • Experience in diagnosing distributed systems, integrations, and SaaS platform behaviour.
  • Proven ability to interface with strategic enterprise customers and communicate complex technical issues clearly.
  • Hands-on experience with vendor escalation processes and SLA governance.
  • Strong working knowledge of MTTR, incident management, and technical support KPIs.
  • Familiarity with Zendesk or similar ticketing platforms.

What’s On Offer

Your growth is our priority. Access to LinkedIn Learning and a plethora of top-tier training courses to enrich your skills. With a vast organisation like ours, national and international career opportunities abound, putting you firmly in the driver's seat of your career trajectory.

At Ingram Micro, we treat each other with dignity & respect, providing an environment where you are always encouraged to be yourself. We are a collaborative team that likes to challenge the status quo and constantly look for better ways to serve our colleagues & customers. Some of our benefits include:

  • Genuine Career Progression Opportunities
  • Hybrid Working Environment
  • Training & Development
  • Competitive Remuneration Package
  • Staff Purchase Policy and a generous Benefits Scheme

Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law. Did you know… statistics show that many individuals apply to jobs only when they feel 100% qualified? However, it’s rare for everyone to be 100% qualified. If you feel you meet many, but not all, of our criteria, we encourage you to apply still!

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Our Employers Certifications

We're proud to be a Family Inclusive Certified Employer, an employer of choice for parents and caregivers in Australia. 

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I Am Ingram Micro00092302

Who we are

Ingram Micro has been in Australia since 2004, and is the largest technology distributor in the market. Headquartered in Sydney, Ingram Micro Australia has offices in inner Sydney and Melbourne, and a presence in Queensland, Western Australia and South Australia. We also have our Distribution Centre based in Western Sydney. With close to 700 employees across the country, together we are redefining distribution and partnering for mutual growth.

Read more about Ingram Micro in Australia

What's it like to work at Ingram Micro ANZ?

Learn more about what it's like to work at Ingram Micro here in Australia from our fellow employees from different areas of the business

We are lucky to have a Leadership Team that are interested on helping us achieve great things and genuinely interested on developing and allowing us to lead (big and small) projects that benefit us and the operation as a whole. This is what motivates me every day, knowing that I have a space and a path to walk that will lead me to great places within the company.

Carolina Cardona Operations Supervisor
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I’ve been given amazing opportunities, achieved some incredible career milestones & awards and continue to learn and grow. Ingram Micro feels like a family, it is the people that make your job enjoyable, and I feel lucky to be a part of such an incredible team, and if you have the determination and passion to achieve, you will always succeed at Ingram Micro.

Georgia Nelson Sales Manager
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The company culture at Ingram is centered around the principles of support, understanding, and development. It is a diverse workplace that emphasises inclusion, respect, and integrity. All levels of the company work hand-in-hand with each other and are always willing to provide help or give advice.

Mile Gasoski Continous Improvement Manager
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Scott Sherman

Helping businesses reach their global potential

At Ingram Micro we are dedicated to a shared set of principles that unites and guides us to better decisions and behaviors.

Delivering successful results, embracing change with courage, and acting with integrity every time and everywhere. We revel in using our imagination with creativity, agility and resourcefulness, we act with responsibility, and we are proud of our talent. Attracting, inspiring, retaining and celebrating our best individuals is the foundation of our success.

Being clear on our own objectives means we can fully focus on the success of our business partners and associates.

Go to our global careers page

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