Principal Support Engineer

Position: Principal Support Engineer (2 Openings)
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.

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Ingram Micro has earned Great Place to Work Certification™ for 2025‑2026 in Canada! This prestigious recognition reflects our commitment to our people and our culture.

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 a hybrid role based in our Mississauga office with the opportunity to work 2 days remotely per week.

Role Overview
The Principal Support Engineer is a senior, hands‑on technical expert responsible for driving the rapid resolution of complex customer issues. This role blends deep technical troubleshooting, advanced log and API analysis, Datadog monitoring expertise, and leadership of high‑severity escalations. The engineer will collaborate tightly with Engineering, Product, and external vendors to eliminate root causes, improve MTTR, and elevate the overall customer experience.

This is a high‑visibility individual contributor role requiring strong ownership, urgency, and the ability to translate complex technical problems into clear, actionable paths forward for both customers and internal stakeholders.

Key Responsibilities

Perform hands‑on technical troubleshooting using Datadog (logs, traces, dashboards), API tools (Postman/cURL), and distributed log tracing.

Lead high‑severity and strategic customer escalations, providing authoritative technical direction and timely communication.

Drive vendor ticket escalations, ensuring SLA adherence and proactive follow‑ups with Microsoft, Adobe, AWS, Cisco, and others.

Collaborate with Engineering to deliver root‑cause fixes, submit detailed technical findings, and validate permanent resolutions.

Partner with Product to identify platform gaps, recurring customer pain points, and areas for workflow or UX improvement.

Analyze MTTR performance, SLA trends, and operational bottlenecks; publish weekly metrics and insights.

Develop SOPs, escalation workflows, and troubleshooting guides that improve global support operations.

Identify automation opportunities and collaborate with internal teams to enhance Zendesk workflows and self‑service deflection.

Required

Skills & Qualifications

Bachelor’s degree or Diploma in engineering (e.g., electrical, mechanical, computer science/engineering, etc.) or equivalent.

Minimum 10+ years in Technical Support Engineering, Site Reliability Engineer (SRE), or related roles.

Strong experience with APIs, Python scripting, and application performance monitoring tools to automate workflows and optimize system reliability.

Skilled at analyzing and interpreting performance metrics to identify bottlenecks, troubleshoot issues, and improve overall application efficiency.

Strong analytical skills with the ability to translate business requirements into clear technical direction, collaborate effectively with engineers and product managers, demonstrate leadership, and create concise, well‑structured incident summaries as needed.

Expertise with Datadog or similar (log search, traces, monitors, dashboards) would be an asset.

Experience in diagnosing distributed systems, integrations, and SaaS platform behavior.

Proven ability to interface with strategic enterprise customers and communicate complex technical issues clearly.

Hands‑on experience with vendor escalation processes and SLA governance.

Strong working knowledge of incident management and technical support KPIs.

Familiarity with Zendesk, Jira or similar ticketing platforms.

Performance Expectations & KPIs

Resolve ≥90% of escalated tickets within SLA.

Engage vendors within 15 minutes of SLA risk detection.

Drive MTTR improvements of 40–50% for assigned ticket categories.

Maintain CSAT ≥90% for escalated interactions.

Identify and support…