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About the Role

The Principal Support Engineer is a senior, hands-on technical expert responsible for driving the rapid resolution of complex customer issues. This role blends deep technical troubleshooting, advanced log and API analysis, Datadog monitoring expertise, and leadership of high-severity escalations. You will collaborate closely with Engineering, Product, and external vendors to eliminate root causes, improve MTTR, and elevate the overall customer experience. This is a high-visibility individual contributor role requiring strong ownership, urgency, and the ability to translate complex technical problems into clear, actionable paths for both customers and internal stakeholders.

Responsibilities

Perform hands-on technical troubleshooting using Datadog (logs, traces, dashboards), API tools (Postman/cURL), and distributed log tracing.
Lead high-severity and strategic customer escalations, providing authoritative technical direction and timely communication.
Drive vendor ticket escalations, ensuring SLA adherence and proactive follow-ups with Microsoft, Adobe, AWS, Cisco, and others.
Collaborate with Engineering to deliver root-cause fixes, submit detailed technical findings, and validate permanent resolutions.
Partner with Product to identify platform gaps, recurring customer pain points, and areas for workflow or UX improvement.
Analyse MTTR performance, SLA trends, and operational bottlenecks; publish weekly metrics and insights.
Develop SOPs, escalation workflows, and troubleshooting guides that improve global support operations.
Identify automation opportunities and collaborate with internal teams to enhance Zendesk workflows and self-service deflection.

Requirements

10+ years in Technical Support Engineering, Escalations, SRE, or related roles.
Expertise with Datadog (log search, traces, monitors, dashboards).
Strong REST API troubleshooting using Postman, cURL, authentication flows, and JSON payload analysis.
Experience in diagnosing distributed systems, integrations, and SaaS platform behaviour.
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.
Familiarity with Zendesk or similar ticketing platforms.

Skills

Datadog
REST API troubleshooting
Postman
cURL
JSON payload analysis
Distributed systems diagnosis
SaaS platform behaviour analysis
Vendor escalation processes
SLA governance
MTTR
Incident management
Technical support KPIs
Zendesk

Work Type

Hybrid Working Environment

Experience Level

10+ years

Benefits

Access to LinkedIn Learning
Top-tier training courses
Genuine Career Progression Opportunities
Staff Purchase Policy
Generous Benefits Scheme

About the Company

Ingram Micro is a leading technology distributor 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.

Equal Opportunity

Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.