Senior Support Engineer & Platform Readiness Lead

ingrammicro; Barcelona; On-site; EUR 90,000 - 130,000; Full time

Job summary

Ingram Micro is seeking a Principal Support Engineer to lead high-impact incidents and drive operational excellence across Product, Engineering, and Operations. You will champion hypercare and guide new capabilities into production, translating complex technical problems into actionable paths for customers and internal stakeholders.

You will work with a global team to improve platform experiences, reduce MTTR, and enhance observability and automation across Zendesk workflows and customer

Qualifications

• 10+ years in Technical Support/Engineering roles or equivalent.
• Ability to map complex systems and dependencies quickly.
• Experience with production transition and hypercare processes.

Responsibilities

• Perform hands-on troubleshooting using logs, traces, APIs, data and system behavior.
• Lead high-severity escalations with authoritative technical direction.
• Drive vendor escalations and SLA governance with major vendors.
• Collaborate with Engineering to deliver root-cause fixes and preventive controls.
• Partner with Product to identify gaps and opportunities for UX improvements.
• Define operational readiness criteria and support models.
• Lead hypercare for new launches and ensure smooth transitions to Support.
• Identify automation opportunities to improve workflows and self-service.

Skills

Technical Leadership

Incident Management

REST API Debugging

Datadog Tools

Vendor Escalation

Cross-functional Collab

Product Ops

SaaS Platform

Tools

Postman

cURL

JSON

Job description

Ingram Micro is seeking a Principal Support Engineer to lead high-impact incidents and drive operational excellence across Product, Engineering, and Operations. You will champion hypercare and guide new capabilities into production, translating complex technical problems into actionable paths for customers and internal stakeholders.

You will work with a global team to improve platform experiences, reduce MTTR, and enhance observability and automation across Zendesk workflows and customer