Tech Support Engineer Lead — AI-Driven Cloud & API Expert

Ingram Micro; Adelaide; Hybrid; 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 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.