Senior Technical Support Engineer

Its fun to work in a company where people truly BELIEVE in what theyre doing!

Job Description:

About Ingram Micro

Ingram Micro powers the global IT ecosystemconnecting technology vendors partners and businesses to unlock the full promise of innovation. With operations reaching over 90% of the worlds population and our digital platformIngram Micro Xvantage we enable smarter faster and more scalable ways to do business. TogetherLets shape tomorrowby driving technology forward and creating real impact across the globe.

Join Unified Support at Ingram Micro and help keep global technology running smoothly through collaboration problemsolving and real customer impact.

We are looking for aSeniorTechnicalSupportEngineerto join our high-performing support team and provide expert-leveltechnicalassistance to our this role you will serve as a trusted advisor solving complex product issues and contributing to continuous product and process improvement. You will be deeply embedded in our product ecosystem collaborating acrossengineering product and customer-facing teams to ensure a top notch customer experience.

Key Responsibilities:

Responding to complex inboundTechnicalservice requests over the phone and email per day directly with customers.

Diagnose troubleshoot and resolvetechnicalproblems across software APIs integrations and infrastructure.

Reproduce issues conduct root cause analysis and work closely withengineering on bug fixes and feature requests

Create and maintain internal runbooks FAQs andtechnicaldocumentation

Lead incident response or participate in on-call rotation for critical issues

Identify support trends and partner with Product &Engineering on long-term solutions

Accurately and efficiently log all issues and status updates in our internal tracking system.

Understands clients business objectives/impact and applies their expertise to timely resolve issues and ensure customer success.

Supporting multiple cloud and hardware solutions

Contributing to the development of service desk processes and procedures.

Interacts closely with various departments and vendors to provide timely resolution on issues.

Handling support requests from resellers by staying on top of new features and enhancements and being a subject matter expert and providing diagnoses and issue resolution on our Platform.

Triaging to internal and external teams pushing for resolution within SLOs by being the Customer advocate withEngineering Development and 3rd party Vendor teams

* Note: This is not a complete list of tasks.

Knowledge Skills and Experience

47 years intechnicalsupport solutionsengineering or a similar customer-facingtechnicalrole

Deep experience with relevant stack: SaaS platforms APIs databases scripting (e.g. Python/Shell) cloud services (AWS Azure) or networking

Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure

Strong understanding of web technologies integrations or system architecture

Experience working with ticketing systems (e.g. Zendesk Jira) and knowledge bases

Must have excellent verbal and written communication skills as well as excellent analytical and problem-solving skills; with a customer-first mindset.

Ability to prioritize user requests effectively and manage user expectations.

Ability to balance attention to detail with expeditious execution in a fast-paced environment working.

Passion for driving exceptional customer experience.

Ability to work through ambiguity and thrive in a rapidly changing business environment.

Strong analytical and problem-solving skills.

High school diploma (or equivalent) required. Secondary degree preferred.

Experience working with Webservers and Databases Apache IIS MySQL MSSQL and PostgreSQL

Strong knowledge of Application Protocols DNS HTTP HTTPS (SSL) FTP

Basic understanding or experience working on Linux environments

General understanding of technologies on Apis webservice: JSON REST OAuth..

Flexibility working some weekendsand later hours to help fulfill a 24x7 business

Passion for providing exemplary customer service strong customer focus

Eager to learn new technologies

Good verbal and written professional communication fluent in English.

Self-motivated and proactive in performing duties

Attention to detail

Nice to have. Exposure to:

ITIL certification

Microsoft Azure certification

Hands-on experience with Cloud platforms such as Microsoft Azure AWS or GCP

Programming/scripting experience on at least some of the following: Bash Python PowerShell PHP Knowledge of SQL

Exposure to virtualization and orchestration technologies such as Docker

and Kubernetes

Experience with JIRA and Confluence

* This is not a complete listing of the job duties. Its a representation of the things you will be doing and you may not perform all these duties.

Required Experience:

Senior IC

Employment Type : Full-Time
Experience: years
Vacancy: 1