Senior Cloud Support Engineer: Incident Response & ERP

Ingram Micro; Santander; On-site; EUR 70,000 - 100,000; Full time

Job summary

Ingram Micro is seeking a Senior Technical Support Engineer to act as a technical authority for complex customer challenges across Azure, AWS, and ERP-integrated environments. You will own escalations, lead incident response, and partner with cross-functional teams to improve system resilience and customer experience.

Join our Unified Support team to help customers worldwide, troubleshoot advanced cloud and on-premises integrations, mentor junior engineers, and contribute to process improvements

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or equivalent.
• 5+ years in cloud support engineering, technical support, cloud operations, or SRE-adjacent roles.
• Experience troubleshooting SaaS-based cloud solutions.
• Solid understanding of SQL and database concepts (MySQL, MSSQL, PostgreSQL).
• Strong troubleshooting ability across APIs and cloud services.
• Knowledge of ITIL processes: Incident, Problem, Change, RCA.
• Exceptional communication skills and a customer-first mindset.
• Ability to operate effectively in fast-paced, global, high-pressure environments.

Responsibilities

• Troubleshoot and resolve advanced issues across Azure/AWS services.
• Support hybrid, multi-cloud, and on-premises integrations.
• Lead critical incident response, including bridge calls and service restoration.
• Diagnose outages, performance issues, and configuration errors using monitoring tools and logs.
• Troubleshoot ERP and SAP integrations, ensuring stable data flows and operations.
• Conduct root cause analysis (RCA) and drive long-term improvements.
• Collaborate with Engineering, Product, ERP, and vendor teams.
• Maintain documentation, mentor junior engineers, and improve support processes.

Skills

Cloud support engineering

Technical support

SRE-adjacent roles

SQL & database concepts

APIs & cloud services

ITIL processes

Communication skills

Global, high-pressure environments

Education

Bachelor's degree in Computer Science / Information Systems or equivalent

Tools

Datadog

Zabbix

Azure Monitor

CloudWatch

Job description

Ingram Micro is seeking a Senior Technical Support Engineer to act as a technical authority for complex customer challenges across Azure, AWS, and ERP-integrated environments. You will own escalations, lead incident response, and partner with cross-functional teams to improve system resilience and customer experience.

Join our Unified Support team to help customers worldwide, troubleshoot advanced cloud and on-premises integrations, mentor junior engineers, and contribute to process improvements