Senior Global Platform Support Engineer

Ingram Micro

Madrid

On-site

EUR 90,000 - 130,000

Full time

14 days+

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

Ingram Micro's Unified Support is seeking a Principal Support Engineer to lead high-impact incident resolution, guide platform enhancements, and drive seamless production transitions for global customers. You will partner with Product, Engineering, Operations and vendors, translating complex technical problems into actionable paths and shaping customer experiences across the lifecycle.

The role demands hands-on leadership, deep technical expertise, and the ability to own critical issues

Qualifications

10+ years in Technical Support Engineering, Escalations, SRE, Solutions Architecture, Product Operations, or advanced Support Engineering.
Ability to understand unfamiliar systems quickly and map technical and operational dependencies.
Expertise with Datadog and strong REST API troubleshooting using Postman, cURL, authentication flows, and JSON payload analysis.

Responsibilities

Perform hands‑on technical troubleshooting using logs, traces, APIs, data and system behavior to isolate issues and define actionable resolution paths.
Lead high‑severity and strategic customer escalations, providing authoritative technical direction and timely communication.
Drive vendor ticket escalations, ensuring SLA adherence and proactive follow‑ups with Microsoft, Adobe, AWS, Cisco, and others.
Collaborate with Engineering to deliver root‑cause fixes, submit detailed technical findings, validate permanent resolutions and establish preventive controls.
Partner with Product to identify platform gaps, recurring customer pain points, and areas for workflow or UX improvement.
Explore new features, systems, APIs, workflows, and integration patterns to determine their operational and customer impact.
Define operational readiness criteria, support models, observability requirements, escalation paths, and knowledge needs.
Lead hypercare for new launches and ensure a controlled, measurable transition into Operations and Support.
Identify adoption, stability, usability, and supportability risks before and after release.
Map legacy processes and platforms, identify dependencies and gaps, and support modernization initiatives.
Analyze customer and agent journeys to identify friction, unnecessary complexity, and opportunities to improve UX and CX.
Analyze MTTR performance, SLA trends, and operational bottlenecks; publish weekly metrics and insights.
Identify automation opportunities and collaborate with internal teams to enhance Zendesk workflows and self‑service deflection.