Azure Support Engineer

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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.
• Understand client's business objectives/impact and apply expertise to timely resolve issues and ensure customer success.
• Support multiple cloud and hardware solutions.
• Contribute to the development of service desk processes and procedures.
• Interact closely with various departments and vendors to provide timely resolution on issues.
• Handle support requests from resellers, staying on top of new features and enhancements, and being a subject matter expert, 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.
• Excellent verbal and written communication skills, as well as 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.
• Passion for driving exceptional customer experience.
• Ability to work…