Principal Support Engineer for Complex Technical Solutions and Troubleshooting
Ingram Micro, Inc.Resume Keywords to Include
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Job Description
Drive resolution of complex technology issues as a Principal Support Engineer in a hybrid role. This position demands advanced troubleshooting, API analysis, and Datadog expertise to enhance the customer experience.
In this senior-level role, you will leverage your technical expertise to address high-severity customer escalations and collaborate with Engineering and Product teams. Key competencies include API tools, performance monitoring, and effective communication. A focus on improving metrics and operational performance will significantly impact the support delivery.
Key Responsibilities:
- Conduct hands-on troubleshooting using Datadog and API tools
- Lead high-severity customer escalations and effective communication
- Drive vendor ticket escalations ensuring SLA adherence
- Collaborate with engineering for root-cause analysis
- Develop standard operating procedures and troubleshooting guides
Requirements
- Bachelor’s degree or diploma in engineering or equivalent
- At least 10 years in tech support engineering or SRE
- Strong experience in APIs and Python scripting
- Expertise in analyzing performance metrics for bottlenecks
- Familiarity with Zendesk, Jira, or similar platforms
Leverage your technical skills to drive significant improvements in customer support performance and enhance overall operational efficiency.
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