Beschrijving
About Ingram Micro
Ingram Micro powers the global IT ecosystem, helping businesses realize the promise of technology. With unmatched reach spanning over 90% of the world’s population, a diverse solutions portfolio, and our digital platform Ingram Micro Xvantage™, we connect technology vendors, partners, and customers worldwide.
Join Unified Support at Ingram Micro and help keep global technology running smoothly through collaboration, problem‑solving, and real customer impact.
Position Overview
We are seeking a Senior Technical Support Engineer to provide expert-level support across Azure, AWS, and ERP-integrated environments. In this role, you will own escalated technical issues, drive root cause determination and resolution, and act as the technical authority for complex customer challenges.
You will lead critical incident response, collaborate across Engineering, Product, and ERP/SAP teams, and deliver operational insights that improve reliability, performance, and customer satisfaction. If you are passionate about customer success, eager to learn new technologies, and committed to excellence in a dynamic, multicultural environment, we’d love to have you on our team.
Key Responsibilities
Advanced Technical Support & Escalations
Troubleshoot and resolve advanced issues across Azure/AWS services.
Reduce the volume of vendor escalations by providing expert-level guidance and diagnosis.
Support hybrid, multi-cloud, and on-premises integrations.
ERP & SAP Integration Support
Troubleshoot cloud-to-ERP integration issues, including SAP, SAP-BRIM, and other ERP systems.
Ensure system stability, accurate data flows, and reliable financial operations across integrated platforms.
Incident & Problem Management
Diagnose outages, performance degradation, and configuration errors using logs, monitoring tools, and RCA practices.
Act as first responder for outages and critical events
Lead bridge calls and drive rapid service restoration.
Perform trend analysis to eliminate recurring issues.
Cloud Platform Expertise (Azure & AWS)
Provide expert guidance on Azure configurations, best practices, and cloud adoption patterns.
Provide technical leadership on configuration, security, cost optimization, and performance.
Assist customers with cloud adoption architecture and remediation guidance.
Root Cause Determination & Resolution (RCA)
Lead deep technical investigations for high-impact or recurring incidents.
Produce actionable RCA documents and partner with Engineering/Product to prevent future occurrences.
Drive long-term resiliency improvements across cloud and ERP-integrated environments.
Documentation, Knowledge Sharing & Process Improvement
Maintain SOPs, KB articles, and runbooks.
Mentor junior engineers.
Implement enhancements that improve FTR and reduce MTTR.
Cross-Functional Collaboration
Work with Engineering, Product, Development, Vendor teams, and ERP/Finance stakeholders.
Improve workflows and operational coordination.
Knowledge and Skills
5+ years in cloud support engineering, technical support, cloud operations, or SRE-adjacent roles.
Experience troubleshooting SaaS-based cloud solutions
Hands-on expertise with Microsoft Azure (VMs, Storage, Networking, Entra ID) and AWS (EC2, S3, RDS, VPC, Lambda).
Solid understanding of SQL and database concepts, including experience with Apache, IIS, MySQL, MSSQL, and PostgreSQL
Experience with SAP core modules, SAP-BRIM, or other ERP/Finance systems, including understanding of data flows and integrations.
Strong troubleshooting ability across APIs, networking (DNS/HTTP/HTTPS/TLS), identity, OS (Linux/Windows), and cloud services.
Scripting skills in PowerShell and/or Python (Bash a plus).
Experience with monitoring tools (e.g., Datadog, Zabbix, Azure Monitor, CloudWatch).
Solid understanding of ITIL processes: Incident, Problem, Change, RCA.
Exceptional communication skills and a customer-first mindset.
Ability to operate effectively in fast-paced, global, high-pressure environments.
Bachelor’s degree in Computer Science, Information Systems, or equivalent.
Nice-to-Have specializations
In-depth SAP BRIM experience (FICA, CI) or SAP FICO.
Infrastructure as Code (Terraform, CloudFormation).
Container and orchestration technologies (Docker, Kubernetes).
Azure/AWS cloud certifications.
ITIL Certification (Foundation or higher).
Microsoft 365 and Entra ID enterprise experience.
Cloud cost optimization framework experience (e.g., rightsizing, modernization assessments).
Equal Opportunity Statement
Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer.
* This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all these duties.
