Principal, Enterprise Integration (Technical Engineer)

Ingram Micro; Philippines; Hybrid; PHP 900,000 - 1,500,000; Full time

Job summary

Ingram Micro is seeking a Principal Technical Support Engineer to solve complex cross‑platform problems and improve the reliability of our digital ecosystem. This senior individual contributor will work across Support, Engineering, Product, Cloud Operations, SRE, and partner teams, establishing standards and driving durable improvements.

The role combines hands‑on depth with broad influence, mentoring engineers, and shaping technical strategy.

Qualifications

• Bachelor's degree or equivalent practical experience in CS/engineering fields.
• Experience diagnosing complex distributed systems, cloud, SaaS, or API issues.
• Proven ability to lead cross‑functional investigations and drive permanent corrective actions.
• Demonstrated ability to translate technical risk into customer impact and business outcomes.

Responsibilities

• Serve as principal technical escalation point for complex, cross‑platform issues.
• Lead investigations and root cause analyses for major incidents and recurring defects.
• Define diagnostics, runbooks, and reusable investigation patterns.
• Collaborate with Engineering, Product, SRE, and Cloud Operations to improve platform reliability and observability.
• Translate incident data into prioritized technical recommendations and permanent fixes.
• Identify recurring demands and drive product, automation, or workflow improvements.
• Design AI‑assisted troubleshooting and knowledge systems with human oversight.
• Establish monitoring, logging, tracing, and alerting to accelerate diagnosis.
• Provide technical leadership during major incidents and codify lessons learned.
• Lead cross‑team technical initiatives across regions and domains.

Skills

Observability

Incident management

Cross-functional leadership

Mentoring

Written and verbal communication

Automation

Architectural guidance

Problem solving

Education

Bachelor's degree in Computer Science, Engineering, Information Systems, or equivalent

Tools

Datadog

Splunk

Application Insights

Python

PowerShell

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing!

Role Overview

The Principal Technical Support Engineer is a senior individual contributor responsible for solving complex, cross-platform technical problems and improving the reliability and supportability of Ingram Micro's digital ecosystem. The role operates across Support, Engineering, Product, Cloud Operations, SRE, and partner teams to identify systemic failure patterns, establish technical standards, and convert incident learning into durable product, platform, and operational improvements. This role combines hands‑on technical depth with broad organizational influence. The Principal Engineer acts as a technical authority for issues that exceed established support playbooks, while enabling other engineers through architecture guidance, observability, automation, reusable diagnostics, and knowledge engineering.

Key Responsibilities

• Serve as a principal technical escalation point for complex, cross-platform, and systemic customer issues.
• Lead technical investigations and root cause analysis for major incidents, recurring defects, and ambiguous failure scenarios.
• Define diagnostic standards, troubleshooting methodologies, technical runbooks, and reusable investigation patterns.
• Partner with Engineering, Product, SRE, and Cloud Operations to improve platform reliability, resilience, observability, and supportability.
• Translate customer‑impact patterns and incident data into prioritized technical recommendations and permanent corrective actions.
• Identify recurring support demand that can be eliminated through product fixes, automation, self‑service, or workflow redesign.
• Design and validate AI‑assisted troubleshooting, case summarization, knowledge generation, and diagnostic workflows with appropriate human oversight.
• Establish monitoring, logging, tracing, alerting, and platform health requirements that improve proactive detection and accelerate diagnosis.
• Provide technical leadership during major incidents and ensure lessons are converted into corrective and preventive actions.
• Lead technical initiatives spanning multiple support teams, platforms, regions, or engineering domains.
• Mentor Senior and Lead Technical Support Engineers and develop reusable technical learning paths, labs, and diagnostic practices.
• Communicate technical conditions, customer impact, risk, and recommended actions clearly to technical, business, and executive stakeholders.
• Contribute to support technology strategy, platform roadmaps, operational readiness, and technical investment priorities.

Scope and Level Expectations

Technical scope - Multiple platforms, products, regions, or engineering domains. Problem profile - Ambiguous, systemic, recurring, or cross‑platform issues beyond established playbooks. Primary impact - Prevents repeat failure, improves supportability, and raises organizational technical capability. Influence - Shapes technical decisions and standards across Support, Product, Engineering, SRE, and Operations without direct authority. Leadership model - Senior individual contributor who remains hands‑on while multiplying the effectiveness of other engineers. Decision horizon - Balances immediate restoration with durable corrective actions and longer‑term platform improvement.

Required Qualifications and Experience

10+ years of experience across technical support engineering, software engineering, cloud operations, SRE, platform engineering, or equivalent disciplines. Demonstrated success diagnosing complex distributed, cloud, SaaS, API, integration, database, or infrastructure issues. Experience leading cross‑functional technical investigations and influencing permanent corrective actions. Strong understanding of observability, incident management, problem management, reliability engineering, and operational readiness. Experience designing automation, diagnostic tooling, or AI‑assisted support capabilities. Demonstrated ability to influence technical decisions without direct authority. Strong written and verbal communication, including translating technical risk into customer and business impact. Track record of mentoring senior engineers and raising technical capability across teams. Bachelor's degree in Computer Science, Engineering, Information Systems, or equivalent practical experience.

Preferred Experience

• Enterprise commerce, cloud marketplace, subscription, billing, identity, or ERP‑integrated platforms.
• Azure, AWS, containerized environments, and cloud‑native architectures.
• REST APIs, authentication flows, microservices, event‑driven integrations, and distributed tracing.
• Datadog, Splunk, Application Insights, or equivalent observability platforms.
• Python, PowerShell, or equivalent scripting and workflow automation.
• AI‑assisted support engineering, knowledge systems, or agentic workflow design.
• ITIL, SRE, cloud, security, or architecture certifications.

Success Outcomes

• Recurring technical demand is reduced through permanent fixes, automation, improved diagnostics, and product or workflow changes.
• Technical standards, runbooks, and investigation patterns are adopted across teams and improve consistency of execution.
• Observability and diagnostic coverage improve the speed and quality of issue detection, isolation, and resolution.
• Product and Engineering decisions increasingly reflect customer impact, operational evidence, and supportability requirements.
• Senior engineers demonstrate stronger independent problem solving and broader technical leadership.
• AI‑assisted support capabilities deliver measurable gains in customer effort, repeat contact reduction, knowledge quality, or Support‑controlled resolution performance.

Hybrid Setup

Hybrid Setup: 10x a month RTO Work Schedule: Graveyard Shift

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.