Senior Support Architect: Drive Global Platform Readiness

Ingram Micro European Services; Barcelona; Presencial; EUR 90.000 - 130.000; Jornada completa

Descripción de la vacante

Ingram Micro is seeking a Principal Support Engineer to join Unified Support, a senior hands-on leader who connects Product, Engineering, Operations, Support, vendors, and customers. You will drive complex incidents, hypercare for launches, and continuous improvement of platforms and customer journeys on a global scale.

The role emphasizes ownership, problem solving, and translating technical insights into actionable roadmap items for customers and internal teams.

Formación

• 10+ years in technical support engineering, escalations, SRE, or solutions architecture.
• Experience interfacing with product, engineering, and operations teams.
• Ability to translate complex technical problems into actionable guidance for customers and internal stakeholders.

Responsabilidades

• Perform hands-on troubleshooting using logs, traces, APIs and system behavior to isolate issues and define resolution paths.
• Lead high-severity customer escalations with authoritative technical direction and timely communication.
• Drive vendor ticket escalations and ensure SLA adherence with major vendors.
• Collaborate with Engineering to deliver root-cause fixes and validate permanent resolutions.
• Partner with Product to identify gaps and improvement opportunities for UX and workflows.
• Define operational readiness criteria, support models, and observability requirements.
• Lead hypercare for new launches and ensure controlled transitions into Operations and Support.
• Identify automation opportunities to enhance Zendesk workflows and self-service.

Conocimientos

Technical Support Engineering

SRE

Solutions Architecture

Product Operations

Escalations

Herramientas

Datadog

Postman

cURL

JSON

REST APIs

Descripción del empleo

Ingram Micro is seeking a Principal Support Engineer to join Unified Support, a senior hands-on leader who connects Product, Engineering, Operations, Support, vendors, and customers. You will drive complex incidents, hypercare for launches, and continuous improvement of platforms and customer journeys on a global scale.

The role emphasizes ownership, problem solving, and translating technical insights into actionable roadmap items for customers and internal teams.