Technical Support Engineer

Accelerate your career. Join the organization that's driving the world's technology and shape the future. Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage set us apart. Learn more at www.ingrammicro.com Come join our team where youll make technology happen in surprising ways. Lets shape tomorrow - itll be a fun journey! This position is located in our Buffalo, NY office with opportunity to be on a hybrid schedule and a few days remote per week. We are looking for a Technical Support Engineer to join our high-performing support team and provide expert-level technical assistance to our customers. In this role, you will serve as a trusted advisor, solving complex product issues, and contributing to continuous product and process improvement. As a Senior TSE, youll be deeply embedded in our product ecosystem, collaborating across engineering, product, and customer-facing teams to ensure a top-notch customer experience. Your role: Responding to complex inbound technical service requests over the phone and email per day directly with customers. Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure. Reproduce issues, conduct root cause analysis, and work closely with engineering on bug fixes and feature requests Create and maintain internal runbooks, FAQs, and technical documentation Lead incident response or participate in on-call rotation for critical issues Identify support trends and partner with Product & Engineering on long-term solutions Accurately and efficiently log all issues and status updates in our internal tracking system. Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success. Supporting multiple cloud and hardware solutions Contributing to the development of service desk processes and procedures. Interacts closely with various departments and vendors to provide timely resolution on issues. Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert and providing diagnoses and issue resolution on our Platform. Triaging to internal and external teams, pushing for resolution within SLOs by being the Customer advocate with Engineering, Development and 3rd party Vendor teams What you bring to the role: High school diploma required. Secondary degree preferred. 47+ years in technical support, solutions engineering, or a similar customer-facing technical role Deep experience with relevant stack: SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), or networking Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure Strong understanding of web technologies, integrations, or system architecture Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills; with a customer-first mindset. Ability to prioritize user requests effectively and manage user expectations. Ability to balance attention to detail with expeditious execution in a fast-paced environment working. Passion for driving exceptional customer experience. Ability to work through ambiguity and thrive in a rapidly changing business environment. Strong analytical and problem-solving skills. Experience working with Webservers and Databases Apache, IIS, MySQL, MSSQL and PostgreSQL Strong knowledge of Application Protocols DNS, HTTP, HTTPS (SSL), FTP Basic understanding or experience working on Linux environments General understanding of technologies on Apis webservice: JSON, REST, OAuth,.. Flexibility working some weekends and later hours to help fulfil a 24x7 business Passion for providing exemplary customer service, strong customer focus Eager to learn new technologies Good verbal and written professional communication, fluent in English. Self-motivated and proactive in performing duties Attention to detail Preferred: ITIL certification Microsoft Azure certification Hands-on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP Knowledge of SQL Exposure to virtualization and orchestration technologies such as Docker and Kubernetes Experience with JIRA and Confluence #LI-SK1 The typical base pay range for this role across the U.S. is USD $56,000.00 - $89,600.00 per year. The ranges above reflect the potential annual base pay across the U.S. for all roles; the applicable base pay range will depend on the candidates primary work location, pay grade, and variable compensation plan. Individual base pay within each range depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time of hire. New hires starting base pay generally falls in the bottom half (between the minimum and midpoint) of a pay range. At Ingram Micro certain roles are eligible for additional rewards, including merit increases, annual bonus or sales incentives and long-term incentives. These awards are allocated based on position level and individual performance. U.S.-based employees have access to healthcare benefits, paid time off, parental leave, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others. This is not a complete listing of the job duties. Its a representation of the things you will be doing, and you may not perform all these duties. Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check. Ingram Micro Inc. is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law. With us, youll make technology happen in surprising ways. Itll be a fun journey! Learn more at http://careers.ingrammicro.com Click Introduce Yourself above to join our talent network! Its 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 Micros contribution a reality: helping businesses grow, supporting industries from healthcare to education with their technology, or even connecting the world. Whats 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 youre unlikely to find anywhere else. Lets shape tomorrow.