Remote

Description

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.

Your Role:

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

What you bring to the role:

High school diploma (or equivalent) required.
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

Nice to haves:

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

#LI-SK1

The typical base pay range for this role across the U.S. is USD $47,300.00 - $75,700.00 per year.

The ranges above reflect the potential annual base pay across the U.S. for all roles; the applicable base pay range will depend on the candidate’s primary work location, pay grade, and variable compensation plan. Individual base pay within each range depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time of hire. New hires starting base pay generally falls in the bottom half (between the minimum and midpoint) of a pay range.

At Ingram Micro certain roles are eligible for additional rewards, including merit increases, annual bonus or sales incentives and long-term incentives. These awards are allocated based on position level and individual performance. 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.

This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all these duties.

Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check.

Ingram Micro Inc. is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.

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Associate, Technical Support Engineer