Associate, Technical Support Engineer

Ingram Micro-posted 9 days ago
Full-time • Entry Level
Hybrid • Buffalo, NY
5,001-10,000 employees
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Accelerate your career. Join the organization that's driving the world's technology and shape the future. Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey! This position is based in our Buffalo, NY office with the opportunity to work up to two days remote per week. We are looking for an Associate, Technical Support Engineer to join our high-performing support team and provide expert-level technical assistance to our customers. In this role, you will serve as a trusted advisor, solving complex product issues, and contributing to continuous product and process improvement. You will be deeply embedded in our product ecosystem, collaborating across engineering, product, and customer-facing teams to ensure a top notch customer experience.

  • Responding to complex inbound Technical service requests over the phone and email per day directly with customers.
  • Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure.
  • Reproduce issues, conduct root cause analysis, and work closely with engineering on bug fixes and feature requests
  • Create and maintain internal runbooks, FAQs, and technical documentation
  • Lead incident response or participate in on-call rotation for critical issues
  • Identify support trends and partner with Product & Engineering on long-term solutions
  • Accurately and efficiently log all issues and status updates in our internal tracking system.
  • Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success.
  • Supporting multiple cloud and hardware solutions
  • Contributing to the development of service desk processes and procedures.
  • Interacts closely with various departments and vendors to provide timely resolution on issues.
  • Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert, and providing diagnoses and issue resolution on our Platform.
  • Triaging to internal and external teams, pushing for resolution within SLO’s by being the Customer advocate with Engineering, Development and 3rd party Vendor teams
  • High school diploma (or equivalent) required. Secondary degree preferred.
  • 4 years in technical support, solutions engineering, or a similar customer-facing technical role
  • Deep experience with relevant stack: SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), or networking
  • Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure
  • Strong understanding of web technologies, integrations, or system architecture
  • Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases
  • Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills; with a customer-first mindset.
  • Ability to prioritize user requests effectively and manage user expectations.
  • Ability to balance attention to detail with expeditious execution in a fast-paced environment working.
  • Passion for driving exceptional customer experience.
  • Ability to work through ambiguity and thrive in a rapidly changing business environment.
  • Strong analytical and problem-solving skills.
  • Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL
  • Strong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP
  • Basic understanding or experience working on Linux environments
  • General understanding of technologies on Apis webservice: JSON, REST, OAuth,..
  • Flexibility working some weekends    and later hours to help fulfill a 24x7 business
  • Passion for providing exemplary customer service, strong customer focus
  • Eager to learn new technologies
  • Good verbal and written professional communication, fluent in English.
  • Self-motivated and proactive in performing duties
  • Attention to detail
  • ITIL certification
  • Microsoft Azure certification
  • Hands-on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP
  • Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP
  • Knowledge of SQL
  • Exposure to virtualization and orchestration technologies such as Docker and Kubernetes
  • Experience with JIRA and Confluence
  • U.S.-based employees have access to healthcare benefits, paid time off, parental leave, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others.
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