Sr Technical Support Engineer

It's fun to work in a company where people truly BELIEVE in what they're doing

Job Description

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

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:

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.

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.

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.

What you bring to the role:

• Bachelor’s degree in computer science, Information Systems, or equivalent.
• 5+ years in cloud support engineering, technical support, cloud operations, or SRE-adjacent roles.
• Experience with SAP core modules, SAP-BRIM, or other ERP/Finance systems, including an understanding of data flows and integrations, is ideal.
• 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.
• Strong troubleshooting ability across APIs, networking (DNS/HTTP/HTTPS/TLS), identity, OS (Linux/Windows), and cloud se