Senior Cloud & ERP Support Engineer

Ingram Micro Mexico; Ciudad de México; On-site; MXN 600,000 - 900,000; Full time

Job summary

Ingram Micro invites a Senior Technical Support Engineer to own escalations across Azure, AWS, and ERP-integrated environments. You will lead incident response, drive RCA, and collaborate with cross-functional teams to improve system resilience and customer experience.

The role requires a Bachelor’s degree in a relevant field and 5+ years in cloud support or SRE-adjacent roles, with strong SQL skills and ITIL knowledge. Fluency in multiple languages is a plus in our global team.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or equivalent.
• 5+ years in cloud support engineering, technical support, cloud operations, or SRE-adjacent roles.
• Experience troubleshooting SaaS-based cloud solutions.
• Solid understanding of SQL and database concepts (MySQL, MSSQL, PostgreSQL).
• Strong troubleshooting ability across APIs and cloud services.
• Knowledge of ITIL processes: Incident, Problem, Change, RCA.

Responsibilities

• Troubleshoot and resolve advanced issues across Azure/AWS services.
• Support hybrid, multi-cloud, and on-premises integrations.
• Lead critical incident response, including bridge calls and service restoration.
• Diagnose outages, performance issues, and configuration errors using monitoring tools and logs.
• Troubleshoot ERP integrations, ensuring stable data flows and operations.
• Conduct root cause analysis (RCA) and drive long-term improvements.
• Collaborate with Engineering, Product, ERP, and vendor teams.

Skills

Cloud troubleshooting

Incident response

APIs & cloud services

SQL & databases

ITIL processes

Multilingual communication

Hybrid/multi-cloud

Communication

Education

Bachelor’s degree in CS/IS

Tools

PowerShell

Python

Datadog

Zabbix

Azure Monitor

CloudWatch

Terraform

Kubernetes

Job description

Ingram Micro invites a Senior Technical Support Engineer to own escalations across Azure, AWS, and ERP-integrated environments. You will lead incident response, drive RCA, and collaborate with cross-functional teams to improve system resilience and customer experience.

The role requires a Bachelor’s degree in a relevant field and 5+ years in cloud support or SRE-adjacent roles, with strong SQL skills and ITIL knowledge. Fluency in multiple languages is a plus in our global team.