Senior Cloud & ERP Incident Engineer

ingrammicro; Ciudad de México; Presencial; MXN 600.000 - 900.000; Jornada completa

Descripción de la vacante

Ingram Micro powers the global IT ecosystem, connecting technology vendors, partners and businesses to unlock the full promise of innovation. As a Senior Technical Support Engineer, you will act as a technical authority for complex customer challenges across Azure, AWS and ERP-integrated environments.

You will lead incident response, drive root cause analysis, and partner cross-functionally to improve system resilience and customer experience.

Formación

• Bachelor's degree in Computer Science, Information Systems, or equivalent.
• 5+ years in cloud support engineering or related roles.
• Experience troubleshooting SaaS-based cloud solutions.
• Strong SQL and database concepts knowledge (MySQL, MSSQL, PostgreSQL).
• Excellent communication and customer-first mindset.
• Experience with multi-cloud, on-prem integrations; ITIL familiarity.

Responsabilidades

• Troubleshoot and resolve advanced issues across Azure and AWS.
• Support hybrid, multi-cloud, and on-premises integrations.
• Lead critical incident response and bridge calls.
• Diagnose outages and performance issues using monitoring tools and logs.
• Troubleshoot ERP and SAP integrations ensuring data flows.
• Conduct root cause analysis (RCA) and drive long-term improvements.
• Collaborate with Engineering, Product, ERP, and vendor teams.
• Maintain documentation and mentor junior engineers.

Conocimientos

Cloud support engineering

APIs and cloud services

ITIL processes

Communication skills

Customer-first mindset

Global fast-paced environments

SQL and databases

SaaS troubleshooting

Educación

Bachelor's degree in Computer Science or Information Systems

Herramientas

PowerShell

Python

Terraform

CloudFormation

Docker

Kubernetes

Datadog

Zabbix

Azure Monitor

CloudWatch

Descripción del empleo

Ingram Micro powers the global IT ecosystem, connecting technology vendors, partners and businesses to unlock the full promise of innovation. As a Senior Technical Support Engineer, you will act as a technical authority for complex customer challenges across Azure, AWS and ERP-integrated environments.

You will lead incident response, drive root cause analysis, and partner cross-functionally to improve system resilience and customer experience.