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For Companies At a Glance
- Tasks: Lead technical troubleshooting and resolve complex customer issues with cutting-edge tools.
- Company: Join a dynamic tech company focused on innovation and customer satisfaction.
- Benefits: Attractive salary, health perks, remote work options, and growth opportunities.
- Why this job: Make a real impact by solving critical issues and enhancing customer experiences.
- Qualifications: 10+ years in technical support with expertise in Datadog and API troubleshooting.
- Other info: High-visibility role with excellent career advancement potential.
The predicted salary is between 54000 - 84000 £ per year.
The 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.
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.
Qualifications
- 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 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.
Principal Support Engineer in Milton Keynes employer: Ingram Micro Czech Republic
Contact Detail:
Ingram Micro Czech Republic Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Principal Support Engineer in Milton Keynes
✨Tip Number 1
Get your hands dirty with the tech! Familiarise yourself with tools like Datadog and Postman before your interview. The more you know, the better you'll be at showcasing your troubleshooting skills.
✨Tip Number 2
Practice explaining complex technical issues in simple terms. You’ll need to communicate effectively with both customers and internal teams, so being able to break things down is key!
✨Tip Number 3
Don’t just wait for job openings to pop up; network like a pro! Connect with current employees on LinkedIn or attend industry events. It’s all about who you know, and we can help you find those connections.
✨Tip Number 4
When you're ready to apply, do it through our website! It gives you a better chance of standing out and shows us you're serious about joining the team. Plus, we love seeing familiar faces!
We think you need these skills to ace Principal Support Engineer in Milton Keynes
Some tips for your application 🫡
Show Off Your Technical Skills: Make sure to highlight your hands-on experience with tools like Datadog and your expertise in REST API troubleshooting. We want to see how you’ve tackled complex technical issues in the past, so don’t hold back!
Be Clear and Concise: When explaining your experience, keep it straightforward. We love a good story, but make sure it’s easy to follow. Use bullet points if needed to break down your achievements and responsibilities.
Tailor Your Application: Don’t just send a generic application! Take the time to align your skills and experiences with the specific requirements of the Principal Support Engineer role. Show us why you’re the perfect fit for our team.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Ingram Micro Czech Republic
✨Know Your Tools Inside Out
Make sure you're well-versed in Datadog, Postman, and cURL. Familiarise yourself with their functionalities and how they can be applied to troubleshoot complex issues. Being able to demonstrate your hands-on experience with these tools will show that you’re ready to hit the ground running.
✨Prepare for Technical Scenarios
Anticipate technical questions related to distributed systems and API troubleshooting. Practice explaining your thought process when diagnosing issues, as this will help you articulate complex problems clearly during the interview. Use real-life examples from your past experiences to illustrate your problem-solving skills.
✨Showcase Your Collaboration Skills
This role requires tight collaboration with various teams. Be prepared to discuss how you've worked with engineering, product, or external vendors in the past. Highlight specific instances where your communication and teamwork led to successful outcomes, especially in high-severity situations.
✨Understand the Metrics That Matter
Familiarise yourself with key performance indicators like MTTR and SLA adherence. Be ready to discuss how you've improved these metrics in previous roles. Showing that you understand the importance of these KPIs and have a track record of enhancing them will set you apart from other candidates.
