Azure Support Engineer

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  Come join our team where you'll make technology happen in surprising ways. Let's shape tomorrow - it'll be a fun journey! 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.

• 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

• 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, Power Shell, 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…