Technical Support Engineer - Azure

Ingram Micro•Buffalo, NY

2d•Hybrid

About The Position

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 located in our Buffalo-NY office with opportunity to be on a hybrid schedule and a few days remote per week. We’re seeking a customer-focused Technical Support Engineer with deep expertise in Microsoft Azure to provide frontline support for cloud infrastructure, services, and applications. This role involves diagnosing issues, resolving incidents, and delivering a seamless support experience for internal users and external clients. As a TSE, you will also be deeply embedded in our product ecosystem, collaborating across engineering, product, and customer-facing teams to ensure a top notch customer experience.

Requirements

High school diploma (or equivalent) required. Secondary degree preferred.
4–7+ years in Azure technical support, solutions engineering, or a similar customer-facing technical role
Azure certification
Deep experience with relevant stack: SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), or networking
Strong knowledge of Microsoft Azure services and architecture is a must have
Proficiency in Azure CLI, PowerShell, and diagnostic tools
Familiarity with networking protocols (DNS, DHCP, TCP/IP) and OS-level troubleshooting (Windows/Linux)
Excellent problem-solving and communication skills
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

Nice To Haves

Exposure to: ITIL certification
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

Responsibilities

Responding to complex inbound Azure Technical service requests over the phone and email directly with customers (VMs, Networking, Storage, Identity, etc.)
Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure.
Diagnose and resolve system outages, performance issues, and configuration errors
Provide Tier 2 support for cloud-based infrastructure and applications
Guide users through Azure features, configurations, and best practices
Escalate unresolved issues to engineering or Tier 3 support teams
Document issues and resolutions in the support ticket system for future reference
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

Benefits

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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