Principal Support Engineer
19 hours ago
Santander
ph3Escalations Customer Experience Engineering /h3 pJoin Unified Support at Ingram Micro and help keep global technology running smoothly through collaboration, problem‑solving, and real customer impact. /p h3Role Overview /h3 pThe Principal Support Engineer is a senior, hands‑on technical expert responsible for driving 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. /p h3Key Responsibilities /h3 ul liPerform hands‑on technical troubleshooting using Datadog (logs, traces, dashboards), API tools (Postman/cURL), and distributed log tracing. /li liLead high‑severity and strategic customer escalations, providing authoritative technical direction and timely communication. /li liDrive vendor ticket escalations, ensuring SLA adherence and proactive follow‑ups with Microsoft, Adobe, AWS, Cisco, and others. /li liCollaborate with Engineering to deliver root‑cause fixes, submit detailed technical findings, and validate permanent resolutions. /li liPartner with Product to identify platform gaps, recurring customer pain points, and areas for workflow or UX improvement. /li liAnalyze MTTR performance, SLA trends, and operational bottlenecks; publish weekly metrics and insights. /li liDevelop SOPs, escalation workflows, and troubleshooting guides that improve global support operations. /li liIdentify automation opportunities and collaborate with internal teams to enhance Zendesk workflows and self‑service deflection. /li /ul h3Required Skills Qualifications /h3 ul li10+ years in Technical Support Engineering, Escalations, SRE, or related roles. /li liExpertise with Datadog (log search, traces, monitors, dashboards) is a plus. /li liStrong REST API troubleshooting using Postman, cURL, authentication flows, and JSON payload analysis. /li liExperience diagnosing distributed systems, integrations, and SaaS platform behavior. /li liProven ability to interface with strategic enterprise customers and communicate complex technical issues clearly. /li liHands‑on experience with vendor escalation processes and SLA governance. /li liStrong working knowledge of MTTR, incident management, and technical support KPIs. /li liFamiliarity with Zendesk or similar ticketing platforms. /li /ul h3Performance Expectations KPIs /h3 ul liResolve ≥90% of escalated tickets within SLA. /li liEngage vendors within 15 minutes of SLA risk detection. /li liDrive MTTR improvements of 40–50% for assigned ticket categories. /li liMaintain CSAT ≥90% for escalated interactions. /li liIdentify and support permanent fixes for at least 2 recurring root‑cause issues per quarter. /li liDeliver 3–5 workflow, automation, or SOP improvements each quarter /li /ul /p #J-18808-Ljbffr