Senior Cloud & ERP Technical Support Engineer

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

Job summary

Ingram Micro is seeking a Senior Technical Support Engineer to act as a technical authority for complex customer challenges across Azure, AWS, and ERP-integrated environments. You will own escalations, lead incident response, and partner with cross-functional teams to improve system resilience and customer experience.

You will troubleshoot cloud services, ERP integrations, and databases, while mentoring junior engineers and refining support processes in a fast-paced global setting.

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 (e.g., MySQL, MSSQL, PostgreSQL).
• Strong troubleshooting ability across APIs and cloud services.

Responsibilities

• Troubleshoot and resolve advanced issues across Azure and AWS services.
• Support hybrid, multi-cloud, and on-premises integrations.
• Lead incident response, including bridge calls and service restoration.
• Diagnose outages, performance issues, and configuration errors using logs and monitoring tools.
• Troubleshoot ERP and SAP integrations to ensure stable data flows.
• Conduct root cause analysis and drive long-term improvements.
• Collaborate with Engineering, Product, ERP, and vendor teams.
• Maintain documentation, mentor junior engineers, and improve support processes.

Skills

Cloud troubleshooting

SQL databases

APIs & cloud services

ITIL processes

Strong communication

SRE-adjacent experience

Education

Bachelor's degree in CS/IS

Tools

Datadog

Azure Monitor

CloudWatch

Terraform

Kubernetes

Job description

Ingram Micro is seeking a Senior Technical Support Engineer to act as a technical authority for complex customer challenges across Azure, AWS, and ERP-integrated environments. You will own escalations, lead incident response, and partner with cross-functional teams to improve system resilience and customer experience.

You will troubleshoot cloud services, ERP integrations, and databases, while mentoring junior engineers and refining support processes in a fast-paced global setting.