{"id":2238584,"url":"https://alion.io/job/ingram-micro-principal-support-engineer-3","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":77,"open_postings":62,"ghost_share":0,"stale_share":0.903,"repost_share":0,"time_to_fill_p50_days":28,"computed_at":"2026-10-31T05:58:55Z"}},"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":["Mumbai, India"],"countries":["IN"],"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":"Incident Management","optional":false},{"name":"Postman","optional":false},{"name":"Rest API","optional":false}],"status":"live","first_seen_at":"2026-01-28T00:00:00Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-11-01T05:10:38Z","board_verified":true,"closed_at":null,"days_open":277,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":276},"description":"It's fun to work in a company where people truly BELIEVE in what they're doing!\nJob Description:\nPrincipal Support Engineer\nEscalations & Customer Experience Engineering\nRole Overview\nThe 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, advancedlogand API analysis, Datadog monitoringexpertise, and leadership of high-severity escalations. The engineer will collaborate tightly with Engineering, Product, and external vendors toeliminateroot causes, improve MTTR, and elevate the overall customer experience.\nThis 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.\nKey Responsibilities\nPerform hands-on technical troubleshooting using Datadog (logs, traces, dashboards), API tools (Postman/cURL), and distributed log tracing.\n\nLead high-severity and strategic customer escalations, providing authoritative technical direction andtimelycommunication.\n\nDrive vendor ticket escalations, ensuring SLA adherence and proactive follow-ups with Microsoft, Adobe, AWS, Cisco, and others.\n\nCollaborate with Engineering to deliver root-cause fixes,submitdetailed technical findings, andvalidatepermanent resolutions.\n\nPartner with Product toidentifyplatform gaps, recurring customer pain points, and areas for workflow or UX improvement.\n\nAnalyze MTTR performance, SLA trends, and operational bottlenecks; publish weekly metrics and insights.\n\nDevelop SOPs, escalation workflows, and troubleshooting guides that improve global support operations.\n\nIdentifyautomation opportunities and collaborate with internal teams to enhance Zendesk workflows and self-service deflection.\n\nRequired Skills & Qualifications\n10+ years in Technical Support Engineering, Escalations, SRE, or related roles.\n\nExpertisewith Datadog (log search, traces, monitors, dashboards).\n\nStrong REST API troubleshooting using Postman,cURL, authentication flows, and JSON payload analysis.\n\nExperience diagnosing distributed systems, integrations, and SaaS platform behavior.\n\nProven ability tointerface withstrategic enterprise customers and communicate complex technical issues clearly.\n\nHands-on experience with vendor escalation processes and SLA governance.\n\nStrong working knowledge of MTTR, incident management, and technical support KPIs.\n\nFamiliarity with Zendesk or similar ticketing platforms.\n\nPerformance Expectations & KPIs\nResolve ≥90% of escalated tickets within SLA.\n\nEngage vendors within 15 minutes of SLA risk detection.\n\nDrive MTTR improvements of 40-50% for assigned ticket categories.\n\nMaintain CSAT ≥90% for escalated interactions.\n\nIdentifyand support permanent fixes for at least 2 recurring root-cause issues per quarter.\n\nDeliver 3-5 workflow, automation, or SOP improvements each quarter.\n\n*This is not a complete listing of the job duties. 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