Hybrid Cloud Support Engineer – Billing & SaaS

Ingram Micro Inc in

Buffalo (NY)

Hybrid

USD 56,000 - 90,000

Full time

3 days ago

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Benefits offered by this job

Healthcare benefits

Paid time off

Parental leave

401(k) with company match

Disability coverage

Life insurance

Job summary

Ingram Micro Inc in Buffalo, NY is seeking a Technical Support Engineer to join a high-performing support team. You will provide technical assistance for customers, resolve complex product issues, and collaborate with engineering, product, and customer-facing teams to ensure a top-notch customer experience.

Role requires availability for weekends/on-call as needed, working with Microsoft O365, and familiarity with cloud platforms.

Qualifications

2+ years of experience in Technical Support or similar
Must have excellent verbal and written communication skills
Strong knowledge of Microsoft O365
Ability to prioritize user requests effectively
Experience troubleshooting SaaS cloud solutions is a plus
Fluent in French & English

Responsibilities

Respond to inbound Billing and Technical service requests via phone and email
Log issues and updates in internal tracking system
Diagnose issues and provide timely resolutions to ensure customer success
Evaluate and resolve complex Billing inquiries
Identify root cause and categorize issues (software, misconfigurations, end user issues)
Support multiple cloud solutions (Symantec, Acronis, Dropbox, Microsoft O365)
Collaborate across engineering, product, and customer-facing teams
Triages to internal/external teams to meet OLAs
Monitor systems and respond to alerts during working hours
Assist with incident management and service outages
Drive operational efficiency and process improvements