Principal Support Engineer
Ingram Micro (company site, opens in a new tab)10+ yrsMumbaiOn-siteDirect career pageEst. 28–45 LPA
Posted 7h ago
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Job description
Structured overview of role & requirements
About This Role
- Resolve complex, high-severity customer escalations with hands-on troubleshooting using Datadog, API tools, and distributed log tracing.
- Lead vendor escalations across Microsoft, Adobe, AWS, Cisco, ensuring SLA adherence and prompt communication.
- Collaborate with Engineering and Product teams to identify root causes, implement permanent fixes, and improve MTTR and customer experience.
Minimum Requirements
- 10+ years in Technical Support Engineering, Escalations, SRE, or related roles.
- Expertise with Datadog for log analysis, monitoring, and dashboarding.
- Strong skills in REST API troubleshooting using Postman, cURL, including authentication and JSON payloads.
- Experience with vendor escalation processes, SLA governance, and familiarity with Zendesk or similar ticketing platforms.
Ideal Candidate Profile
- Senior-level engineer with deep technical troubleshooting expertise and ownership of critical customer escalations.
- Experienced in collaborating cross-functionally with Engineering, Product, and external vendors to deliver root cause analysis and operational improvements.
- Proven ability to manage strategic enterprise customer relationships and drive measurable MTTR and CSAT improvements.