{"id":2002646,"url":"https://alion.io/job/ingram-micro-principal-support-engineer-2","title":"Principal Support Engineer","company":{"id":653,"name":"Ingram Micro","domain":"ingrammicro.com","url":"https://alion.io/company/ingram-micro","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-10T05:45:15Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Barcelona, Spain","Madrid, Spain","Santander, Spain"],"countries":["ES"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Datadog","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"Incident Management","optional":true},{"name":"Postman","optional":true},{"name":"Rest API","optional":true}],"status":"live","first_seen_at":"2026-10-07T12:10:54Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-11T00:44:54Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"It's fun to work in a company where people truly BELIEVE in what they're doing!\nJob Description:\nJoin Unified Support at Ingram Micro and help shape how new products, capabilities, and customer experiences are introduced and operated on a global scale. You will solve complex technical challenges, guide new initiatives through hypercare, improve platform and customer journeys, and ensure new capabilities transition successfully into Operations and Support.\nRole Overview\nThe Principal Support Engineer is a senior, hands-on technical leader who connects Product, Engineering, Operations, Support, vendors, and customers. The role combines complex incident resolution with technical discovery, service introduction, hypercare leadership, and continuous improvement of platform and customer experiences.\nThe engineer will help new products and capabilities move successfully from development into production operations, identify gaps before they become recurring issues, translate operational and customer insights into actionable feature requests, and map legacy processes and systems to support modernization.\nThis is not a traditional support role: it is a high-impact position for someone with strong ownership that enjoys exploring how systems work, solving ambiguous problems, influencing product direction and translating complex technical problems into clear, actionable paths forward for both customers and internal stakeholders.\nKey Responsibilities\nPerform hands-on technical troubleshooting using logs, traces, APIs, data and system behavior to isolate issues and define actionable resolution paths.\nLead high-severity and strategic customer escalations, providing authoritative technical direction and timely communication.\nDrive vendor ticket escalations, ensuring SLA adherence and proactive follow-ups with Microsoft, Adobe, AWS, Cisco, and others.\nCollaborate with Engineering to deliver root-cause fixes, submit detailed technical findings, validate permanent resolutions and establish preventive controls.\nPartner with Product to identify platform gaps, recurring customer pain points, and areas for workflow or UX improvement.\nExplore new features, systems, APIs, workflows, and integration patterns to determine their operational and customer impact.\nDefine operational readiness criteria, support models, observability requirements, escalation paths, and knowledge needs.\nLead hypercare for new launches and ensure a controlled, measurable transition into Operations and Support.\nIdentify adoption, stability, usability, and supportability risks before and after release.\nMap legacy processes and platforms, identify dependencies and gaps, and support modernization initiatives. \nAnalyze customer and agent journeys to identify friction, unnecessary complexity, and opportunities to improve UX and CX.\nAnalyze MTTR performance, SLA trends, and operational bottlenecks; publish weekly metrics and insights.\nIdentify automation opportunities and collaborate with internal teams to enhance Zendesk workflows and self-service deflection.\nRequired Skills & Qualifications\n10+ years in Technical Support Engineering, Escalations, SRE, Solutions Architecture, Technical Business Analysis, Product Operations, or advanced Support Engineering.\nAbility to understand unfamiliar systems quickly and map technical and operational dependencies.\nUnderstanding of product lifecycle, release readiness, hypercare, and production transition.\nExpertise with Datadog (log search, traces, monitors, dashboards) is a plus.\nStrong REST API troubleshooting using Postman, cURL, authentication flows, and JSON payload analysis.\nExperience diagnosing distributed systems, integrations, and SaaS platform behavior.\nProven ability to interface with strategic enterprise customers and communicate complex technical issues clearly.\nHands-on experience with vendor escalation processes and SLA governance.\nStrong working knowledge of MTTR, incident management, and technical support KPIs.\nCuriosity and creativity in discovering new technical capabilities and alternative ways of solving problems.\nPerformance Expectations & KPIs\nSuccessful operational readiness and transition of assigned initiatives.\nHypercare exit based on agreed stability, adoption, documentation, and support-readiness criteria.\nReduction in repeated incidents and customer-impacting defects.\nProduct, workflow, UX, or CX improvements identified and adopted.\nQuality and impact of feature requests, technical findings, and solution proposals.\nImprovements in observability, automation, self-service, and operational efficiency.\nReduction in MTTR and escalation dependency for targeted problem areas.\nKnowledge transfer and capability uplift across Operations and Support teams.\nWhat makes this role different\nThis role goes beyond resolving tickets. You will work at the intersection of technology, product, operations, and customer experience. You may lead the resolution of a critical incident one day, assess a new platform capability the next, and then define how a new service should be monitored, supported, and introduced globally. It is an opportunity to influence both how technology is built and how customers and operational teams experience it.","description_format":"text","description_chars":5222,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Spain","iso":"ES","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Resellers & VARs","Electronic Components Distribution"],"lifecycle":[{"event":"open","at":"2026-10-07T12:10:54Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":30,"reasons":["conf:6","velocity","win:early","comp:brand"],"computed_at":"2026-10-10T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/ingram-micro-principal-support-engineer-2","json_url":"https://alion.io/job/ingram-micro-principal-support-engineer-2.json","meta":{"generated_at":"2026-10-11T01:15:49Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1842,"day_limit":5000,"remaining_today":3158,"minute_limit":60,"resets_at":"2026-10-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":653},"rest":"https://alion.io/mcp/rest/get_company?id=653"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fingram-micro-principal-support-engineer-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fingram-micro-principal-support-engineer-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fingram-micro-principal-support-engineer-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ingram-micro-principal-support-engineer-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fingram-micro-principal-support-engineer-2"}]}