Principal Support Engineer

Ingram Micro

. Perform hands-on technical troubleshooting using logs, traces, APIs, data, and system behavior to isolate issues and define actionable resolution paths .

Posted 10/7/2026full-timeBarcelona • SpainLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in Technical Support Engineering and Escalations, with a strong focus on vendor management, operational readiness, and customer experience improvement. Proficient in troubleshooting complex systems and leading high-severity escalations while ensuring adherence to SLAs and operational metrics.

Highest-signal resume keywords

Technical Support EngineeringREST API TroubleshootingVendor Escalation ProcessesMTTR AnalysisDatadog Expertise

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical TroubleshootingLog AnalysisAPI IntegrationSaaS Platform Behavior DiagnosisIncident ManagementOperational Readiness CriteriaJSON Payload AnalysisAutomation Opportunities IdentificationCustomer Journey AnalysisRelease Readiness

Soft Skills

Clear CommunicationCuriosityCreativity

Tools & Technologies

PostmanCURLZendeskDatadog

Industry Keywords

SLA GovernanceCustomer EscalationsHypercareTechnical Support KPIsOperational Bottlenecks

Tech Stack

Tools & technologies

AWSDistributed Systems

About the role

Key responsibilities & impact

Perform hands-on technical troubleshooting using logs, traces, APIs, data, and system behavior to isolate issues and define actionable resolution paths
Lead high-severity and strategic customer escalations, providing authoritative technical direction and timely communication
Drive vendor ticket escalations and ensure SLA adherence with vendors including Microsoft, Adobe, AWS, and Cisco
Collaborate with Engineering on root-cause fixes, technical findings, permanent-resolution validation, and preventive controls
Partner with Product to identify platform gaps, recurring customer pain points, and workflow or UX improvement opportunities
Explore new features, systems, APIs, workflows, and integration patterns to assess operational and customer impact
Define operational readiness criteria, support models, observability requirements, escalation paths, and knowledge needs
Lead hypercare for new launches and ensure controlled, measurable transitions into Operations and Support
Identify adoption, stability, usability, and supportability risks before and after release
Map legacy processes and platforms, identify dependencies and gaps, and support modernization initiatives
Analyze customer and agent journeys to identify friction, complexity, and UX/CX improvement opportunities
Analyze MTTR performance, SLA trends, and operational bottlenecks; publish weekly metrics and insights
Identify automation opportunities and collaborate with internal teams to enhance Zendesk workflows and self-service deflection

Requirements

What you’ll need

10+ years in Technical Support Engineering, Escalations, SRE, Solutions Architecture, Technical Business Analysis, Product Operations, or advanced Support Engineering
Ability to understand unfamiliar systems quickly and map technical and operational dependencies
Understanding of product lifecycle, release readiness, hypercare, and production transition
Expertise with Datadog (log search, traces, monitors, dashboards) is a plus
Strong REST API troubleshooting using Postman, cURL, authentication flows, and JSON payload analysis
Experience diagnosing distributed systems, integrations, and SaaS platform behavior
Proven ability to interface with strategic enterprise customers and communicate complex technical issues clearly
Hands-on experience with vendor escalation processes and SLA governance
Strong working knowledge of MTTR, incident management, and technical support KPIs
Curiosity and creativity in discovering new technical capabilities and alternative ways of solving problems

Benefits

Comp & perks

Hybrid work arrangement