Principal Enterprise Integration Engineer AI Troubleshooter

Ingram Micro, Inc.; Philippines; Hybrid; PHP 2,000,000 - 4,000,000; Full time

Job summary

Ingram Micro, Inc. seeks a Principal Technical Support Engineer to solve complex, cross-platform problems and improve the reliability of the digital ecosystem.

The role collaborates across Support, Engineering, Product, Cloud Operations, SRE, and partner teams to convert learnings into durable product and operational improvements. This senior IC acts as a technical authority for high-impact issues, guiding architecture, observability, automation, reusable diagnostics, and knowledge engineering

Qualifications

• 10+ years in technical support, software, cloud operations, or SRE.
• Experience diagnosing complex distributed/cloud/SaaS issues.
• Proven ability to lead cross-functional investigations and drive permanent fixes.
• Strong observability, incident management, and reliability background.
• Experience designing automation and AI-assisted support capabilities.
• Excellent written and verbal communication with business impact awareness.
• Mentor engineers and raise technical capability across teams.

Responsibilities

• Serve as principal escalation point for cross-platform, complex customer issues.
• Lead investigations, root cause analysis, and permanent corrective actions.
• Define diagnostics, runbooks, and reusable investigation patterns.
• Collaborate with Engineering, Product, SRE, and Cloud Operations to improve reliability.
• Translate incident data into prioritized technical recommendations.
• Identify recurring demand and drive automation or product fixes.
• Design and validate AI-assisted troubleshooting workflows with oversight.
• Establish monitoring, logging, and health requirements for proactive detection.
• Lead major incidents and mentor Senior/Lead engineers.
• Contribute to support tech strategy and platform roadmaps.

Skills

Communication

Mentoring

Observability

Automation design

Incident management

Education

Bachelor's degree in CS/Engineering/IS

Tools

Datadog

Splunk

Application Insights

Job description

Ingram Micro, Inc. seeks a Principal Technical Support Engineer to solve complex, cross-platform problems and improve the reliability of the digital ecosystem.

The role collaborates across Support, Engineering, Product, Cloud Operations, SRE, and partner teams to convert learnings into durable product and operational improvements. This senior IC acts as a technical authority for high-impact issues, guiding architecture, observability, automation, reusable diagnostics, and knowledge engineering