Senior Support Engineer – Platform & Operations Leader

Ingram Micro; Barcelona; On-site; EUR 100,000 - 140,000; Full time

Job summary

Ingram Micro is seeking a Principal Support Engineer to lead complex incident resolution and guide strategic customer escalations. You will partner with Product, Engineering, and Operations to move new capabilities from development into production with measurable impact.

This role emphasizes ownership, platform observability, and driving improvements in MTTR, dashboards, and self-service. You will translate technical findings into clear recommendations for customers and internal stakeholders

Qualifications

• 10+ years in technical support engineering, escalations, or SRE.
• Experience with production readiness, hypercare, and incident management.
• Ability to translate technical issues into actionable improvements.

Responsibilities

• Perform hands-on troubleshooting using logs, traces, and APIs to isolate issues.
• Lead high-severity escalations with authoritative technical direction.
• Collaborate with Product and Engineering to implement root-cause fixes.
• Define observability requirements and support models for new launches.
• Drive MTTR improvements and KPI tracking across platforms.

Skills

Technical Support

Escalations

SRE

Solutions Architecture

Product Operations

Advanced Support

Tools

Datadog

Job description

Ingram Micro is seeking a Principal Support Engineer to lead complex incident resolution and guide strategic customer escalations. You will partner with Product, Engineering, and Operations to move new capabilities from development into production with measurable impact.

This role emphasizes ownership, platform observability, and driving improvements in MTTR, dashboards, and self-service. You will translate technical findings into clear recommendations for customers and internal stakeholders