Senior Support Engineer – Hybrid, Datadog & Escalations

Ingram Micro; Sydney; Hybrid; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Hybrid Working Environment

Training & Development

Competitive Remuneration Package

Staff Purchase Policy & Benefits

Job summary

Ingram Micro is seeking a Principal Support Engineer to drive rapid resolution of complex customer issues. You will use Datadog for logs and traces, perform API troubleshooting with Postman and cURL, and lead critical escalations across Engineering, Product, and vendors.

The role demands ownership, urgency, and the ability to translate technical problems into clear actions for customers and internal teams. Hybrid work is supported.

Qualifications

• 10+ years in Technical Support Engineering, Escalations, SRE, or related roles.
• Expertise with Datadog (logs, traces, monitors, dashboards).
• Strong REST API troubleshooting using Postman and cURL.
• Experience diagnosing distributed systems, integrations, and SaaS platforms.
• Proven ability to communicate complex issues to enterprise customers.
• Familiarity with vendor escalations and SLA governance.

Responsibilities

• Perform hands‑on technical troubleshooting using Datadog and API tools.
• Lead high‑severity escalations with authoritative technical direction.
• Drive vendor ticket escalations and SLA adherence with partners.
• Collaborate with Engineering to deliver root‑cause fixes and validations.
• Partner with Product to identify gaps and improvement areas.
• Analyze MTTR, SLA trends, and publish weekly insights.
• Develop SOPs and escalation workflows for global support.
• Identify automation opportunities to improve Zendesk workflows.

Skills

Datadog expertise

REST API troubleshooting

SRE / incident management

Vendor escalation & SLA governance

Tools

Datadog

Postman

cURL

Zendesk

Job description

Ingram Micro is seeking a Principal Support Engineer to drive rapid resolution of complex customer issues. You will use Datadog for logs and traces, perform API troubleshooting with Postman and cURL, and lead critical escalations across Engineering, Product, and vendors.

The role demands ownership, urgency, and the ability to translate technical problems into clear actions for customers and internal teams. Hybrid work is supported.