At a Glance
- Tasks: Lead critical customer escalations and drive technical resolutions for high-impact incidents.
- Company: Join Ingram Micro, a global leader in technology solutions and innovation.
- Benefits: Enjoy a diverse, inclusive culture with career growth opportunities and remote work flexibility.
- Other info: Collaborate with talented teams and influence the future of technology distribution.
- Why this job: Make a real impact by solving complex challenges in a dynamic tech environment.
- Qualifications: 15+ years in technical support or engineering roles with strong troubleshooting skills.
The predicted salary is between 80000 - 100000 £ per year.
It's fun to work in a company where people truly BELIEVE in what they're doing!
Let's Shape Tomorrow by Solving What Matters Most. At 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 realise 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.
About the Role: We 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.
The 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.
What You'll Do:
- 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.
What You'll Bring:
- 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 SaaS, 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, AppDynamics, 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, DevOps, SRE, CI/CD environments, scripting (Python, Bash, PowerShell), and large-scale cloud, fintech, payments, or enterprise technology organizations.
Why Ingram Micro?
At 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.
Whether 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.
Principal Support Engineer – Customer Reliability & Escalations Engineering in Milton Keynes employer: Ingram Micro
At Ingram Micro, we pride ourselves on fostering a dynamic and inclusive work culture where innovation thrives and every employee's contribution is valued. As a Principal Support Engineer, you'll engage with cutting-edge technology while enjoying robust career development opportunities and the flexibility of remote work. Join us to tackle complex challenges and make a significant impact in a global technology ecosystem that truly believes in shaping tomorrow together.
StudySmarter Expert Advice🤫
We think this is how you could land Principal Support Engineer – Customer Reliability & Escalations Engineering in Milton Keynes
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ingram Micro. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ingram Micro before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Principal Support Engineer – Customer Reliability & Escalations Engineering in Milton Keynes
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ingram Micro:Your cover letter is your chance to shine! Tell us why you want to work at Ingram Micro specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ingram Micro!
How to prepare for a job interview at Ingram Micro
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
