Hybrid Cloud & SaaS Technical Support Engineer

ingrammicro; Buffalo (NY); Hybrid; USD 56,000 - 90,000; Full time

Job summary

Ingram Micro, based in Buffalo, NY, is seeking a Technical Support Engineer to join our high-performing support team. You will provide technical assistance to customers, solve complex product issues, and contribute to continuous product and process improvement.

You will work closely with engineering, product, and customer-facing teams to ensure a top-notch customer experience, triage issues, and support multiple cloud solutions while maintaining uptime.

Qualifications

• 2+ years of experience in Technical Support or similar.
• Excellent verbal and written communication skills in English and French.
• Strong knowledge of Microsoft O365 and SaaS cloud solutions.
• Experience with Web servers and databases (Apache, IIS, MySQL, MSSQL, PostgreSQL).
• Familiarity with REST/JSON, OAuth; basic Linux exposure.

Responsibilities

• Respond to inbound Billing and Technical service requests by phone and email.
• Log issues and provide status updates in internal tracking system.
• Diagnose issues as software defects, misconfigurations, or end-user issues.
• Support multiple cloud solutions (Symantec, Acronis, Dropbox, Microsoft O365).
• Coordinate across Engineering, Product and vendors for timely resolution.
• Triage to internal/external teams and act as Customer advocate during outages.

Skills

Microsoft O365

SaaS troubleshooting

Customer service

French & English

DNS/HTTP/SSL

Linux basics

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

JIRA

Confluence

Docker

Kubernetes

MySQL

PostgreSQL

Job description

Ingram Micro, based in Buffalo, NY, is seeking a Technical Support Engineer to join our high-performing support team. You will provide technical assistance to customers, solve complex product issues, and contribute to continuous product and process improvement.

You will work closely with engineering, product, and customer-facing teams to ensure a top-notch customer experience, triage issues, and support multiple cloud solutions while maintaining uptime.