Senior Technical Support Engineer - SaaS & Cloud

Ingram Micro Inc.; Buffalo, Northern (NY, KY); Hybrid; USD 56,000 - 90,000; Full time

Benefits offered by this job

Healthcare benefits

Paid time off

Parental leave

401(k) plan with match

Job summary

Ingram Micro Inc. in Buffalo, NY is seeking a Technical Support Engineer. The role supports customers, logs issues, and collaborates with engineering, product, and vendor teams to ensure a top-notch experience.

You will handle complex billing and technical inquiries, triage across teams, and drive incident management with a strong focus on customer success and rapid resolutions. Proficiency in O365, cloud, and APIs is expected.

Qualifications

• 2+ years of experience in Technical Support or similar.
• Excellent verbal and written communication skills; analytical and problem-solving.
• Strong knowledge of Microsoft O365 and cloud SaaS troubleshooting.
• Fluency in French & English.

Responsibilities

• Respond to inbound Billing and Technical service requests by phone and email.
• Log issues and status updates in internal tracking system.
• Understand client objectives and resolve issues to ensure customer success.
• Evaluate and resolve complex Billing inquiries.
• Identify root causes and diagnose as software defects or configuration.
• Support multiple cloud solutions (Symantec, Acronis, Dropbox, Microsoft O365).
• Contribute to service desk processes and procedures.
• Coordinate with engineering, product and vendors for timely resolutions.
• Triaging to internal/external teams within OLAs as customer advocate.
• Monitor systems and respond to alerts within 5 minutes during working hours.
• Act as first responders to outages and drive incident management.
• Drive operational efficiency and improvements.

Skills

Technical support

Customer service

Troubleshooting

SaaS platforms

Cloud solutions

Microsoft O365

Communication skills

Linux basics

REST/JSON/OAuth

DNS/HTTP/FTP

Docker

Kubernetes

SQL

Jira

Confluence

French language

English language

Education

High school diploma

Bachelor’s degree preferred

Tools

Jira

Confluence

Azure

AWS

GCP

SQL

Job description

Ingram Micro Inc. in Buffalo, NY is seeking a Technical Support Engineer. The role supports customers, logs issues, and collaborates with engineering, product, and vendor teams to ensure a top-notch experience.

You will handle complex billing and technical inquiries, triage across teams, and drive incident management with a strong focus on customer success and rapid resolutions. Proficiency in O365, cloud, and APIs is expected.