Principal Support Engineer - Escalations & Customer Experience

About the role

Ingram Micro is hiring a Principal Support Engineer in Mumbai for its Escalations and Customer Experience Engineering team. This is a senior, hands-on individual contributor role focused on resolving complex customer issues quickly. The engineer combines deep technical troubleshooting, log and API analysis, Datadog monitoring expertise and leadership of high-severity escalations, working closely with Engineering, Product and external vendors to eliminate root causes, improve MTTR and raise the customer experience.

Key responsibilities

• Perform hands-on troubleshooting using Datadog (logs, traces, dashboards), API tools (Postman/cURL) and distributed log tracing.
• Lead high-severity and strategic customer escalations, giving authoritative technical direction and timely communication.
• Drive vendor ticket escalations with Microsoft, Adobe, AWS, Cisco and others, keeping SLAs met.
• Work with Engineering to deliver root-cause fixes, submit detailed findings and validate permanent resolutions.
• Partner with Product to identify platform gaps, recurring pain points and UX or workflow improvements.
• Analyse MTTR, SLA trends and bottlenecks, and publish weekly metrics and insights.
• Develop SOPs, escalation workflows and troubleshooting guides, and identify automation opportunities to improve Zendesk workflows and self-service deflection.

Required profile

• 10+ years in Technical Support Engineering, Escalations, SRE or related roles.
• Proven ability to interface with strategic enterprise customers and explain complex technical issues clearly.
• Hands-on experience with vendor escalation processes and SLA governance.
• Strong working knowledge of MTTR, incident management and support KPIs.

Required skills

• Datadog (log search, traces, monitors, dashboards)
• REST API troubleshooting with Postman, cURL, authentication flows and JSON payloads
• Distributed systems, integrations and SaaS platform diagnostics
• Familiarity with Zendesk or similar ticketing platforms

Performance expectations include resolving at least 90% of escalated tickets within SLA, engaging vendors within 15 minutes of SLA risk, improving MTTR by 40-50% for assigned categories, maintaining CSAT of at least 90%, supporting permanent fixes for at least two recurring issues per quarter and delivering 3-5 workflow, automation or SOP improvements each quarter.