Principal Support Engineer

Ingram Micro Platform Technology India Private Limited; Mumbai; On-site; INR 2,400,000 - 4,200,000; Full time

Job summary

Ingram Micro Platform Technology India Private Limited seeks a Principal Support Engineer Escalations & Customer Experience Engineering to drive rapid resolution of complex customer issues, lead high‑visibility escalations, and collaborate with Engineering, Product, and external vendors.

This senior, hands‑on role focuses on Datadog logs/traces, API tools, and improving MTTR while building scalable SOPs and self‑service workflows.

Qualifications

• 10+ years in Technical Support Engineering, Escalations, SRE, or related roles.

Responsibilities

• Perform hands‑on technical troubleshooting using Datadog (logs, traces, dashboards) and API tools.
• Lead high‑severity and strategic customer escalations with authoritative technical direction.
• Drive vendor ticket escalations with SLA adherence and proactive follow‑ups with major vendors.
• Collaborate with Engineering to deliver root‑cause fixes and validate permanent resolutions.
• Partner with Product to identify platform gaps and recurring customer pain points.
• Analyze MTTR performance, SLA trends, and publish weekly metrics and insights.
• Develop SOPs, escalation workflows, and troubleshooting guides for global support operations.

Skills

Datadog

REST API troubleshooting

SRE

Escalations

Troubleshooting distributed systems

Zendesk

Tools

Postman

cURL

Zendesk

Job description

Principal Support Engineer Escalations & Customer Experience Engineering

It’s fun to work in a company where people truly BELIEVE in what they're doing! Job Description: Principal Support Engineer Escalations & Customer Experience Engineering Role Overview The Principal Support Engineer is a senior, hands‑on technical expert responsible for driving rapid resolution of complex customer issues. This role blends deep technical troubleshooting, advanced log and API analysis, Datadog monitoring expertise, and leadership of high‑visibility escalations. The engineer will collaborate tightly with Engineering, Product, and external vendors to eliminate root causes, improve MTTR, and elevate the overall customer experience. This is a high‑visibility individual contributor role requiring strong ownership, urgency, and the ability to translate complex technical problems into clear, actionable paths forward for both customers and internal stakeholders.

Key Responsibilities

• Perform hands‑on technical troubleshooting using Datadog (logs, traces, dashboards), API tools (Postman/cURL), and distributed log tracing.


• 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, and validate permanent resolutions.


• Partner with Product to identify platform gaps, recurring customer pain points, and areas for workflow or UX improvement.


• Analyze MTTR performance, SLA trends, and operational bottlenecks; publish weekly metrics and insights.


• Develop SOPs, escalation workflows, and troubleshooting guides that improve global support operations.


• Identify automation opportunities and collaborate with internal teams to enhance Zendesk workflows and self‑service deflection.

Required Skills & Qualifications

• 10+ years in Technical Support Engineering, Escalations, SRE, or related roles.


• Expertise with Datadog (log search, traces, monitors, dashboards).


• Strong REST API troubleshooting using Postman, cURL, authentication flows, and JSON payload analysis.


• Experience diagnosing distributed systems, integrations, and SaaS platform behavior.


• Proven ability to interface with strategic enterprise customers and communicate complex technical issues clearly.


• Hands‑on experience with vendor escalation processes and SLA governance.


• Strong working knowledge of MTTR, incident management, and technical support KPIs.


• Familiarity with Zendesk or similar ticketing platforms.

Performance Expectations & KPIs

• Resolve ≥90% of escalated tickets within SLA.


• Engage vendors within 15 minutes of SLA risk detection.


• Drive MTTR improvements of 40–50% for assigned ticket categories.


• Maintain CSAT ≥90% for escalated interactions.


• Identify and support permanent fixes for at least 2 recurring root‑cause issues per quarter.


• Deliver 3–5 workflow, automation, or SOP improvements each quarter.

This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all of these duties. With us, you’ll make technology happen in surprising ways. It’ll be a fun journey! It’s no surprise that technology powers the planet. But what might surprise you is that Ingram Micro has the ability to reach more than 90% of the global population. By joining us, you make Ingram Micro’s contribution a reality: helping businesses grow, supporting industries from healthcare to education with their technology, or even connecting the world. What’s in it for you? Well, we take great care of our people, everyone is made to feel welcome, and opportunities to grow apply to all. But the prospect of shaping the future through technology is something you’re unlikely to find anywhere else. Let’s shape tomorrow.