Principal Support Engineer

About the role

Ingram Micro's Unified Support team is looking for a Principal Support Engineer in Barcelona. This is a senior, hands-on technical leader who connects Product, Engineering, Operations, Support, vendors and customers. The role combines complex incident resolution with technical discovery, service introduction, hypercare leadership and continuous improvement of platform and customer experiences, helping new products and capabilities move from development into production.

Key responsibilities

• Resolve incidents hands-on using logs, traces, APIs and system behaviour, and lead high-severity customer escalations
• Drive vendor ticket escalations with Microsoft, Adobe, AWS, Cisco and others, keeping SLAs met
• Work with Engineering on root-cause fixes and with Product on platform gaps, recurring pain points and UX improvements
• Lead hypercare for new launches and define operational readiness, observability and knowledge needs
• Map legacy processes and systems, identify adoption and stability risks, and support modernization
• Analyse MTTR, SLA trends and customer journeys, publish weekly metrics and propose automation for Zendesk and self-service

Required profile

• 10+ years in Technical Support Engineering, Escalations, SRE, Solutions Architecture, Technical Business Analysis, Product Operations or advanced Support Engineering
• Ability to understand unfamiliar systems quickly and map technical and operational dependencies
• Understanding of product lifecycle, release readiness, hypercare and production transition
• Proven ability to interface with strategic enterprise customers and explain complex technical issues clearly
• Hands-on experience with vendor escalation and SLA governance

Required skills

• REST API troubleshooting with Postman, cURL, authentication flows and JSON payloads
• Distributed systems, integrations and SaaS platform diagnostics
• MTTR, incident management and support KPIs
• Datadog (logs, traces, monitors, dashboards) is a plus