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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 enhancing customer experience.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Why this job: Make a real impact by solving critical issues and improving customer satisfaction.
- 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.
Key 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.
Required Skills & 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, Inc.
Contact Detail:
Ingram Micro, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Principal Support Engineer in Milton Keynes
✨Tip Number 1
Network like a pro! Reach out to your connections in the tech industry, especially those who work in support or engineering roles. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Show off your skills! Prepare for technical interviews by brushing up on Datadog, API troubleshooting, and incident management. Practise explaining complex issues clearly, as this will be key in demonstrating your expertise.
✨Tip Number 3
Be proactive! If you see a company you're interested in, don’t wait for them to post a job. Reach out directly through our website and express your interest in potential opportunities. You never know what might come up!
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way. Use it as an opportunity to reiterate your enthusiasm for the role and highlight how your experience aligns with their needs.
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 troubleshooting APIs. We want to see how you can tackle complex issues, so don’t hold back on showcasing your technical prowess!
Tailor Your Application: Take a moment to customise your application for the Principal Support Engineer role. Use keywords from the job description and relate your past experiences to the responsibilities listed. This helps us see how you fit right into our team!
Be Clear and Concise: When writing your application, clarity is key! We appreciate straightforward communication, especially when it comes to complex technical problems. Make sure your points are easy to understand and get straight to the heart of your experience.
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 – just follow the prompts and you’ll be all set!
How to prepare for a job interview at Ingram Micro, Inc.
✨Know Your Tools Inside Out
Make sure you’re well-versed in Datadog, Postman, and cURL. Brush up on how to perform log searches, monitor traces, and analyse JSON payloads. Being able to demonstrate your technical skills during the interview will show that you’re ready to hit the ground running.
✨Prepare for Scenario-Based Questions
Expect questions that ask you to solve hypothetical customer issues or lead escalations. Think of specific examples from your past experience where you successfully resolved complex problems. This will help you illustrate your hands-on troubleshooting abilities and leadership in high-pressure situations.
✨Showcase Your Communication Skills
As a Principal Support Engineer, clear communication is key. Be prepared to explain complex technical concepts in simple terms. Practice articulating your thought process and solutions, as this will demonstrate your ability to interface with both customers and internal teams effectively.
✨Highlight Your Collaborative Spirit
This role requires working closely with Engineering, Product, and vendors. Share examples of how you’ve collaborated in the past to drive root-cause fixes or improve workflows. Emphasising your teamwork skills will show that you can contribute positively to the company culture.
