Principal Support Engineer – Customer Reliability & Escalations Engineering

At Ingram Micro, we are redefining the technology ecosystem that powers the world. As a global technology company with the reach, relationships, and digital platforms to help businesses realize the promise of technology, we create opportunities for our partners and customers to grow, innovate, and succeed. Together, we're shaping tomorrow by solving complex challenges and building the future of technology distribution and platform services

About the Role

We are seeking a highly experienced Principal Support Engineer to serve as a senior technical authority and escalation leader for our most critical customer-impacting issues across our platform ecosystem. This is not a traditional support role. We are looking for a highly experienced technical expert who can lead critical customer escalations, drive root cause analysis across multiple technology layers, partner directly with Engineering and Product leadership, and communicate confidently with senior stakeholders up to Director and VP level.

The successful candidate will combine deep technical troubleshooting skills with strong incident leadership, operational excellence, and customer advocacy. They will be expected to own high-impact escalations from initial triage through permanent resolution while influencing platform reliability and customer experience at a strategic level.

What You'll Do

• Own and lead resolution of high-priority Sev1 and Sev2 incidents impacting strategic customers.

• Drive end-to-end troubleshooting across applications, integrations, cloud infrastructure, databases, and distributed systems.

• Lead cross-functional incident response and technical war rooms involving Engineering, Product, Operations, Security, and external partners.

• Perform deep root cause analysis using logs, metrics, traces, database analysis, and application diagnostics.

• Partner with Engineering teams to ensure permanent corrective actions are implemented, validated, and communicated.

• Identify recurring issues and drive improvements in reliability, observability, automation, and operational efficiency.

• Serve as a trusted technical advisor during executive-level customer escalations and critical business events.

• Mentor engineers, influence technical priorities, and promote best practices in incident management and problem resolution.

What You'll Bring

• 15+ years of experience in Technical Support Engineering, Site Reliability Engineering (SRE), Platform Engineering, Application Support, or Production Support environments.

• Proven success owning and leading enterprise-critical Sev1 and Sev2 incidents through resolution.

• Experience supporting large-scale SaaS, cloud-based, or enterprise software platforms in customer-facing environments.

• Strong expertise troubleshooting REST APIs, integrations, authentication services, distributed systems, cloud platforms, databases, and microservices architectures.

• Hands-on experience with AWS, Azure and/or GCP, Kubernetes, containers, Linux, and modern observability tools such as Datadog, Dynatrace, Splunk, Grafana, New Relic, AppDynamics, or Elastic.

• Demonstrated ability to conduct complex root cause investigations across multiple technical domains and stakeholder groups.

• Exceptional communication skills with the ability to engage effectively with engineers, architects, business leaders, Directors, and Vice Presidents.

• Preferred experience in Software Engineering, DevOps, SRE, CI/CD environments, scripting (Python, Bash, PowerShell), and large-scale cloud, fintech, payments, or enterprise technology organizations.

Why Ingram Micro?

At Ingram Micro, you'll have the opportunity to work on complex technical challenges at global scale while helping shape the future of one of the world's most influential technology ecosystems. You'll be part of a diverse, inclusive, and collaborative environment where your expertise is valued, your ideas are heard, and your career growth is actively supported.

Whether you're driving critical customer outcomes, influencing platform reliability, or partnering with talented teams around the world, you'll have the resources, autonomy, and opportunities to make a meaningful impact. If you're ready to solve challenging problems, lead through complexity, and help shape tomorrow, we'd love to hear from you.