Associate Technical Support Engineer - Bilingual (English/French)

Ingram Micro is a leading technology company 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

Ingram Micro has earned Great Place to Work Certification™ for 2025-2026 in Canada! This prestigious recognition reflects our commitment to our people and our culture.

Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey!

This position is a hybrid role based in our Mississauga office with the opportunity to work 2 days remotely per week

Role: We are looking for a Bilingual Associate, Technical Support Engineer to join our high‑performing support team and provide expert‑level technical assistance to our customers. In 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 across engineering, product, and customer‑facing teams to ensure a top‑notch customer experience.

Key Responsibilities

• Responding to complex inbound technical service requests over the phone and email per day directly with customers.
• Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure.
• Reproduce issues, conduct root cause analysis, and work closely with engineering on bug fixes and feature requests.
• Create and maintain internal runbooks, FAQs, and technical documentation.
• 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.
• Understand client's business objectives/impact and apply 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 SLO’s by being the Customer advocate with Engineering, Development and 3rd party Vendor teams.

What you bring to the role

• A Diploma or Degree in Computer Science or Computer programming or equivalent.
• 2‑4 years of technical support, solutions engineering, or a similar customer‑facing technical role.
• Must be bilingual and Fluent in English and French.
• Deep experience with relevant stack: SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), or networking.
• Strong understanding of web technologies, integrations, or system architecture.
• Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases.
• 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…
• Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure.
• 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.
• Ability to work through ambiguity and thrive in a rapidly changing business environment.
• Strong analytical and problem‑solving skills.
• Flexibility to work later hours as needed.
• Passion for providing exemplary customer service, strong customer focus.
• Eager to learn new technologies.
• Self‑motivated and proactive in performing duties.
• *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 of these duties.

The typical base pay range for this role across Canada is $58,000 - $65,000 CAD per year. The ranges above reflect the potential annual starting base pay across all of Canada for all roles. Individual base pay within each range depends on various factors, including work location, complexity and responsibility of role, job duties/requirements, and relevant experience and skills. This role is for an existing vacancy and will not use AI for screening applicants.

At Ingram Micro, certain roles are eligible for additional rewards, including merit increases, annual bonuses, or sales incentives. These awards are allocated based on position level and individual performance. Canadian associates have access to flexible Healthcare, Dental, Vision, well‑being benefits and perks, critical illness, disability coverage, mental health support, paid time off, RRSP Matching and much more!

Equal Opportunity Statement

As a diverse and inclusive organization, we encourage individual achievement and recognize the strength of a diverse workforce. Ingram Micro Canada is proud to be an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. Accommodations for job applicants are available on request, please contact us by sending an email to AODAFeedback@ingrammicro.com. This email box is designed to assist with accommodations through the hiring process. Emails sent for non‑accommodation‑related inquiries, such as following up on an application, will not receive a response. In your email, please provide contact details, and preferred contact method and describe the accommodation so we can work with you to assist.

Ingram Micro’s Commitment to ESG (Environment, Social & Governance)

Ingram Micro is a values‑driven organization and our commitment to ESG performance is a statement about who we are and our desire to make a difference each day through the way we do business. Through our IngramMicroESG program, we establish policies, programs, and practices to achieve continuous improvement on the Environmental, Social and Governance areas that are most significant to our stakeholders. Learn more about our ESG initiatives and read our ESG reports here – Ingram Micro ESG.

Ingram Micro est une entreprise technologique de premier plan pour l’écosystème mondial des technologies de l’information. Grâce à notre capacité à joindre près de 90% de la population mondiale, nous jouons un rôle essentiel dans le canal de vente informatique mondial, en apportant des produits et des services des fabricants de technologies et des fournisseurs de services infonuagiques aux experts en technologies interentreprises. Notre portée commerciale, notre portefeuille diversifié de solutions et de services, et notre plateforme numérique Ingram Micro XvantageMC nous distinguent. Apprenez-en davantage à www.ingrammicro.com

Ingram Micro a obtenu la certification Great Place to WorkMC pour 2025‑2026 au Canada! Cette reconnaissance prestigieuse témoigne de notre engagement envers nos employés et notre culture.

Viens rejoindre notre équipe où tu feras en sorte que la technologie se concrétise de façon surprenante. Façonnons l’avenir – ce sera un voyage amusant!

Ce poste est un rôle hybride basé dans notre bureau de Mississauga avec la possibilité de travailler 2 jours à distance par semaine.

Rôle : Nous sommes à la recherche d’un associé bilingue, ingénieur de soutien technique, pour se joindre à notre équipe de soutien hautement performante et fournir une assistance technique de niveau expert à nos clients. Dans ce rôle, vous agirez à titre de conseiller de confiance, en résolvant des problèmes complexes liés aux produits et en contribuant