Expert Support Engineer, Technical Lead

Ingram Micro; Adelaide; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Hybrid working environment

Training and development

Competitive remuneration package

Staff purchase policy

Job summary

Ingram Micro is seeking a highly experienced Lead Technical Support Engineer to act as the senior technical leader within our global support organization. You will mentor engineers, drive cross‑functional collaboration with Product and Engineering, and own complex issue resolution at scale.

This role emphasizes shift‑left initiatives, automation, and AI‑enabled troubleshooting to reduce MTTR, improve platform stability, and deliver excellent customer outcomes in a hybrid working environment.

Qualifications

• 7+ years in technical support or related technical roles.
• Strong expertise in cloud, APIs, integrations, and system architecture.

Responsibilities

• Act as the technical escalation point for the most complex and business‑critical issues.
• Represent Support in Engineering and Product meetings, speaking on behalf of customer impact and supportability.
• Lead technical discussions with Engineering and Product on defects, prioritization, and product improvements.
• Drive end‑to‑end workflow management including ticket prioritization, backlog health, and SLA adherence.
• Mentor and coach L1/L2 engineers, elevating technical capability and performance across the team.
• Lead shift‑left initiatives to improve self‑service, documentation, and first‑touch resolution.
• Partner with Product and Engineering to eliminate recurring issues and improve platform stability.
• Lead major incident technical coordination and post‑incident improvements.

Skills

Technical leadership

Cloud expertise

APIs and integrations

System architecture

Mentorship

Communication

Cross-functional influence

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. Through Ingram Micro Xvantage™, our AI‑powered digital platform, we offer what we believe to be the industry’s first business‑to‑consumer‑like experience. We also provide a broad range of technology services, including financing, specialised marketing, and lifecycle management, as well as technical pre‑ and post‑sales professional support. Learn more at www.ingrammicro.com.

Role Overview

We are seeking a highly experienced Lead Technical Support Engineer to operate as the senior technical leader within the support organization. This role builds upon the Senior Technical Support Engineer (L2) foundation, expanding into technical leadership, cross‑functional influence, and operational ownership. The Lead Engineer serves as the voice of Support with Product and Engineering, driving issue resolution at scale while enabling team effectiveness through mentorship, workflow optimization, shift‑left initiatives, and continuous innovation.

Key Responsibilities

• Act as the technical escalation point for the most complex and business‑critical issues.
• Represent Support in Engineering and Product meetings, speaking on behalf of customer impact and supportability.
• Lead technical discussions with Engineering and Product on defects, prioritization, and product improvements.
• Drive end‑to‑end workflow management including ticket prioritization, backlog health, and SLA adherence.
• Mentor and coach L1/L2 engineers, elevating technical capability and performance across the team.
• Lead shift‑left initiatives to improve self‑service, documentation, and first‑touch resolution.
• Partner with Product and Engineering to eliminate recurring issues and improve platform stability.
• Lead major incident technical coordination and post‑incident improvements.

Continuous Learning & Innovation Expectations

• Continuously upskill in emerging technical tools, platforms, and modern support technologies.
• Actively develop expertise in AI tools and capabilities to enhance troubleshooting, automation, and decision‑making.
• Leverage AI as a transformative tool to improve customer experience, reduce MTTR, and drive support efficiency.
• Drive adoption of AI‑enabled workflows, including knowledge generation, ticket automation, and self‑service enhancements.
• Mentor team members on leveraging AI and modern tools to elevate overall team capability and scale impact.

Knowledge, Skills, and Experience

• 7+ years in technical support or related technical roles.
• Strong expertise in cloud, APIs, integrations, and system architecture.
• Proven leadership, mentorship, and cross‑functional influence.
• Experience driving operational improvements and workflow optimization.
• Excellent communication skills translating technical issues into business impact.

What’s on Offer

• Genuine career progression opportunities.
• Hybrid working environment.
• Training and development, including access to LinkedIn Learning and top‑tier courses.
• Competitive remuneration package.
• Staff purchase policy and a generous benefits scheme.

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. Final offers of employment are subject to the completion of relevant pre‑employment background checks.