Principal Support Engineer (2 Openings)
at Ingram Micro Inc

Job Description

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

Job Description:

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

Ingram Micro has earned Great Place to Work Certification™ for 2025-2026 in Canada! This prestigious recognition reflects our commitment to our people and our culture.

Come join our team where you'll make technology happen in surprising ways. Let's shape tomorrow - it'll be a fun journey!

This position is a hybrid role based in our Mississauga office with the opportunity to work 2 days remotely per week.

Role Overview: The Principal Support Engineer is a senior, hands-on technical expert responsible for driving the rapid resolution of complex customer issues. This role blends deep technical troubleshooting, advanced log and API analysis, Datadog monitoring expertise, and leadership of high-severity escalations. The engineer will collaborate tightly with Engineering, Product, and external vendors to eliminate root causes, improve MTTR, and elevate the overall customer experience. This is a high-visibility individual contributor role requiring strong ownership, urgency, and the ability to translate complex technical problems into clear, actionable paths forward for both customers and internal stakeholders.

Key Responsibilities:

• Perform hands‑on technical troubleshooting using Datadog (logs, traces, dashboards), API tools (Postman/cURL), and distributed log tracing.
• Lead high-severity and strategic customer escalations, providing authoritative technical direction and timely communication.
• Drive vendor ticket escalations, ensuring SLA adherence and proactive follow‑ups with Microsoft, Adobe, AWS, Cisco, and others.
• Collaborate with Engineering to deliver root-cause fixes, submit detailed technical findings, and validate permanent resolutions.
• Partner with Product to identify platform gaps, recurring customer pain points, and areas for workflow or UX improvement.
• Analyze MTTR performance, SLA trends, and operational bottlenecks; publish weekly metrics and insights.
• Develop SOPs, escalation workflows, and troubleshooting guides that improve global support operations.
• Identify automation opportunities and collaborate with internal teams to enhance Zendesk workflows and self-service deflection.

Required Skills & Qualifications:

• Bachelor's degree in engineering (e.g., electrical, mechanical, computer science/engineering, etc.) or equivalent.
• 10+ years in Technical Support Engineering, Escalations, SRE, or related roles.
• Expertise with Datadog (log search, traces, monitors, dashboards).
• Strong REST API troubleshooting using Postman, cURL, authentication flows, and JSON payload analysis.
• Experience in diagnosing distributed systems, integrations, and SaaS platform behavior.
• Proven ability to interface with strategic enterprise customers and communicate complex technical issues clearly.
• Hands-on experience with vendor escalation processes and SLA governance.
• Strong working knowledge of MTTR, incident management, and technical support KPIs.
• Familiarity with Zendesk or similar ticketing platforms.

Performance Expectations & KPIs:

• Resolve ≥90% of escalated tickets within SLA.
• Engage vendors within 15 minutes of SLA risk detection.
• Drive MTTR improvements of 40-50% for assigned ticket categories.
• Maintain CSAT ≥90% for escalated interactions.
• Identify and support permanent fixes for at least 2 recurring root-cause issues per quarter.
• Deliver 3-5 workflow, automation, or SOP improvements each quarter.

The typical base pay range for this role across Canada is $120,000 - $130,000 CAD per year. The ranges above reflect the potential annual starting base pay across all of Canada for all roles. Individual base pay within each range depends on various factors, including work location, complexity and responsibility of role, job duties/requirements, and relevant experience and skills. This role is a new role and will not use AI for screening applicants/initial screening may involve AI tools.

At Ingram Micro, certain roles are eligible for additional rewards, including merit increases, annual bonuses, or sales incentives. These awards are allocated based on position level and individual performance. Canadian associates have access to flexible Healthcare, Dental, Vision, well-being benefits and perks, critical illness, disability coverage, mental health support, paid time off, RRSP Matching and much more!

Equal Opportunity Statement

As a diverse and inclusive organization, we encourage individual achievement and recognize the strength of a diverse workforce. Ingram Micro Canada is proud to be an equal-opportunity employer. We consider qualified applicants without regard to race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. Accommodations for job applicants are available on request, please contact us by sending an email to AODAFeedback@ingrammicro.com . This email box is designed to assist with accommodations through the hiring process. Emails sent for non-accommodation-related inquiries, such as following up on an application, will not receive a response. In your email, please provide contact details, and preferred contact method and describe the accommodation so we can work with you to assist.

Ingram Micro's Commitment to ESG (Environment, Social & Governance)

Ingram Micro is a values-driven organization and our commitment to ESG performance is a statement about who we are and our desire to make a difference each day through the way we do business. Through our IngramMicroESG program, we establish policies, programs, and practices to achieve continuous improvement on the Environmental, Social and Governance areas that are most significant to our stakeholders. Learn more about our ESG initiatives and read our ESG reports here - Ingram Micro ESG.