{"id":1727486,"url":"https://alion.io/job/ingram-micro-principal-support-engineer-customer-reliability-escalations-engineering","title":"Principal Support Engineer – Customer Reliability & Escalations Engineering","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":81,"open_postings":58,"ghost_share":0,"stale_share":0.948,"repost_share":0,"time_to_fill_p50_days":17,"computed_at":"2026-10-17T05:46:00Z"}},"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":["Sofia, Bulgaria"],"countries":["BG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":15,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AppDynamics","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Datadog","optional":false},{"name":"Dynatrace","optional":false},{"name":"GCP","optional":false},{"name":"Grafana","optional":false},{"name":"Incident Management","optional":false},{"name":"Kubernetes","optional":false},{"name":"Linux","optional":false},{"name":"New Relic","optional":false},{"name":"Platform Engineering","optional":false},{"name":"Rest API","optional":false},{"name":"Splunk","optional":false},{"name":"Bash","optional":true},{"name":"CI/CD","optional":true},{"name":"PowerShell","optional":true},{"name":"Python","optional":true}],"status":"live","first_seen_at":"2026-07-13T00:00:00Z","employer_posted_date":"2026-07-13","last_verified_at":"2026-10-17T01:29:49Z","board_verified":true,"closed_at":null,"days_open":96,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":96},"description":"It's fun to work in a company where people truly BELIEVE in what they're doing!\nJob Description:\nLet's Shape Tomorrow by Solving What Matters Most\nAt Ingram Micro, we are redefining the technology ecosystem that powers the world. As a global technology company with the reach, relationships, and digital platforms to help businesses realize the promise of technology, we create opportunities for our partners and customers to grow, innovate, and succeed. Together, we're shaping tomorrow by solving complex challenges and building the future of technology distribution and platform services\nAbout the Role\nWe are seeking a highly experienced Principal Support Engineer to serve as a senior technical authority and escalation leader for our most critical customer-impacting issues across our platform ecosystem. This is not a traditional support role. We are looking for a highly experienced technical expert who can lead critical customer escalations, drive root cause analysis across multiple technology layers, partner directly with Engineering and Product leadership, and communicate confidently with senior stakeholders up to Director and VP level.\nThe successful candidate will combine deep technical troubleshooting skills with strong incident leadership, operational excellence, and customer advocacy. They will be expected to own high-impact escalations from initial triage through permanent resolution while influencing platform reliability and customer experience at a strategic level.\nWhat You'll Do\nOwn and lead resolution of high-priority Sev1 and Sev2 incidents impacting strategic customers.\n\nDrive end-to-end troubleshooting across applications, integrations, cloud infrastructure, databases, and distributed systems.\n\nLead cross-functional incident response and technical war rooms involving Engineering, Product, Operations, Security, and external partners.\n\nPerform deep root cause analysis using logs, metrics, traces, database analysis, and application diagnostics.\n\nPartner with Engineering teams to ensure permanent corrective actions are implemented, validated, and communicated.\n\nIdentify recurring issues and drive improvements in reliability, observability, automation, and operational efficiency.\n\nServe as a trusted technical advisor during executive-level customer escalations and critical business events.\n\nMentor engineers, influence technical priorities, and promote best practices in incident management and problem resolution.\n\nWhat You'll Bring\n15+ years of experience in Technical Support Engineering, Site Reliability Engineering (SRE), Platform Engineering, Application Support, or Production Support environments.\n\nProven success owning and leading enterprise-critical Sev1 and Sev2 incidents through resolution.\n\nExperience supporting large-scale SaaS, cloud-based, or enterprise software platforms in customer-facing environments.\n\nStrong expertise troubleshooting REST APIs, integrations, authentication services, distributed systems, cloud platforms, databases, and microservices architectures.\n\nHands-on experience with AWS, Azure and/or GCP, Kubernetes, containers, Linux, and modern observability tools such as Datadog, Dynatrace, Splunk, Grafana, New Relic, AppDynamics, or Elastic.\n\nDemonstrated ability to conduct complex root cause investigations across multiple technical domains and stakeholder groups.\n\nExceptional communication skills with the ability to engage effectively with engineers, architects, business leaders, Directors, and Vice Presidents.\n\nPreferred experience in Software Engineering, DevOps, SRE, CI/CD environments, scripting (Python, Bash, PowerShell), and large-scale cloud, fintech, payments, or enterprise technology organizations.\n\nWhy Ingram Micro?\nAt Ingram Micro, you'll have the opportunity to work on complex technical challenges at global scale while helping shape the future of one of the world's most influential technology ecosystems. You'll be part of a diverse, inclusive, and collaborative environment where your expertise is valued, your ideas are heard, and your career growth is actively supported.\nWhether you're driving critical customer outcomes, influencing platform reliability, or partnering with talented teams around the world, you'll have the resources, autonomy, and opportunities to make a meaningful impact. If you're ready to solve challenging problems, lead through complexity, and help shape tomorrow, we'd love to hear from you.\n*Please note that upon the extension and acceptance of a potential job offer, background checks, including employment and education verification, will be conducted by an external partner of Ingram Micro.\n#LI-Hybrid #LI-VA1 #IngramMicroBulgaria","description_format":"text","description_chars":4679,"description_truncated":false,"requirements":{"experience_years_min":15,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Bulgaria","iso":"BG","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Resellers & VARs","Electronic Components Distribution"],"lifecycle":[{"event":"open","at":"2026-10-02T22:35:41Z"}],"visa":[],"liveness":{"score":7,"band":"cold","label":"Long shot","p_open":1,"p_active":0.236,"p_room":0.28,"age_days":96,"expected_fill_days":17,"reasons":["conf:4","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/ingram-micro-principal-support-engineer-customer-reliability-escalations-engineering","json_url":"https://alion.io/job/ingram-micro-principal-support-engineer-customer-reliability-escalations-engineering.json","meta":{"generated_at":"2026-10-17T15:32:22Z","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_verified","counted_by":"address","units_charged":1,"used_today":21047,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"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-customer-reliability-escalations-engineering"},{"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-customer-reliability-escalations-engineering"},{"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-customer-reliability-escalations-engineering"},{"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-customer-reliability-escalations-engineering\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fingram-micro-principal-support-engineer-customer-reliability-escalations-engineering"}]}