At a Glance
- Tasks: Lead critical customer escalations and drive root cause analysis across multiple technology layers.
- Company: Join a leading tech company focused on customer reliability and innovative solutions.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Dynamic role with mentorship opportunities and collaboration with senior stakeholders.
- Why this job: Make a real impact by solving high-priority issues for strategic customers.
- Qualifications: 15+ years in technical support or related fields with strong troubleshooting skills.
The predicted salary is between 60000 - 80000 £ per year.
About the Role We are seeking a 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 role requires leading critical customer escalations, driving root cause analysis across multiple technology layers, partnering with Engineering and Product leadership, and communicating with senior stakeholders up to Director and VP level.
Responsibilities Own and lead resolution of high‑priority Sev1 and Sev2 incidents impacting strategic customers.
Drive end‑to‑end troubleshooting across applications, integrations, cloud infrastructure, databases, and distributed systems.
Lead cross‑functional incident response and technical war rooms involving Engineering, Product, Operations, Security, and external partners.
Perform deep root cause analysis using logs, metrics, traces, database analysis, and application diagnostics.
Partner with Engineering teams to ensure permanent corrective actions are implemented, validated, and communicated.
Identify recurring issues and drive improvements in reliability, observability, automation, and operational efficiency.
Serve as a trusted technical advisor during executive‑level customer escalations and critical business events.
Mentor engineers, influence technical priorities, and promote best practices in incident management and problem resolution.
Qualifications 15+ years of experience in Technical Support Engineering, Site Reliability Engineering (SRE), Platform Engineering, Application Support, or Production Support environments.
Proven success owning and leading enterprise‑critical Sev1 and Sev2 incidents through resolution.
Experience supporting large‑scale Saa S, cloud‑based, or enterprise software platforms in customer‑facing environments.
Strong expertise troubleshooting REST APIs, integrations, authentication services, distributed systems, cloud platforms, databases, and microservices architectures.
Hands‑on experience with AWS, Azure and/or GCP, Kubernetes, containers, Linux, and modern observability tools such as Datadog, Dynatrace, Splunk, Grafana, New Relic, App Dynamics, or Elastic.
Demonstrated ability to conduct complex root cause investigations across multiple technical domains and stakeholder groups.
Exceptional communication skills with the ability to engage effectively with engineers, architects, business leaders, Directors, and Vice Presidents.
Preferred experience in Software Engineering, Dev Ops, SRE, CI/CD environments, scripting (Python, Bash, Power Shell), and large‑scale cloud, fintech, payments, or enterprise technology organizations. #J-18808-Ljbffr
Principal Support Engineer – Customer Reliability & Escalations Engineering in Northumberland employer: Ingram Micro (UK) Ltd.
Ingram Micro is an exceptional employer, offering a dynamic work culture in Milton Keynes that promotes employee growth and development. With a strong focus on wellbeing, employees enjoy benefits such as health insurance, rising holiday allowances, and modern office amenities, all while engaging in meaningful sales initiatives for Dell products. The hybrid working model fosters a balanced lifestyle, making it an attractive opportunity for those looking to thrive in a supportive environment.
