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- Tasks: Drive rapid resolution of complex customer issues and lead high-severity escalations.
- Company: Join a leading tech company that believes in making a difference.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact by solving critical technical challenges for global customers.
- Qualifications: 10+ years in Technical Support Engineering and expertise in Datadog and API troubleshooting.
- Other info: Dynamic role with excellent career advancement and a focus on innovation.
The predicted salary is between 48000 - 72000 £ 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
Contact Detail:
Ingram Micro 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 on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Principal Support Engineer role.
✨Tip Number 2
Prepare for those tricky technical interviews! Brush up on your Datadog skills and API troubleshooting. We recommend doing mock interviews with friends or using online platforms to get comfortable explaining complex issues clearly.
✨Tip Number 3
Showcase your problem-solving skills! During interviews, share specific examples of how you’ve resolved high-severity escalations in the past. We want to hear about your hands-on experience and how you’ve improved customer experiences.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Principal Support Engineer in Milton Keynes
Some tips for your application 🫡
Show Off Your Technical Skills: When you're writing your application, make sure to highlight your technical expertise, especially with tools like Datadog and API troubleshooting. We want to see how your experience aligns with the role of Principal Support Engineer!
Be Clear and Concise: We love a good story, but when it comes to your application, clarity is key! Make sure you communicate your experiences and achievements in a straightforward manner. This helps us understand your journey and how you can contribute to our team.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the specific skills and experiences that match the job description. This shows us that you’re genuinely interested in the role and have done your homework.
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Ingram Micro
✨Know Your Tech Inside Out
As a Principal Support Engineer, you'll need to demonstrate your technical prowess. Brush up on Datadog, API tools like Postman and cURL, and be ready to discuss your hands-on troubleshooting experiences. Prepare specific examples of how you've resolved complex issues in the past.
✨Showcase Your Communication Skills
This role requires clear communication with both customers and internal teams. Practice explaining complex technical problems in simple terms. Think about times when you’ve had to lead high-severity escalations and how you communicated effectively during those situations.
✨Understand the Customer Experience
The focus is on improving customer experience, so be prepared to discuss how you've contributed to this in previous roles. Think about metrics like MTTR and CSAT, and come armed with ideas on how to enhance these areas based on your past experiences.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that test your problem-solving skills. Think through potential challenges you might face in this role, such as vendor escalations or operational bottlenecks, and outline your approach to resolving them. This will show your proactive mindset and readiness for the role.