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# Principal Support Engineer

- **Company:** Ingram Micro, Inc.
- **Location:** Milton Keynes, UK
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Amazon Web Services, User Authentication, Software as a Service, Distributed Systems, JSON, CURL, Microsoft Software, Systems Integration, Datadog, Postman, Mttr, Adobe, Restful APIs, Zendesk, Cisco
- **Published:** July 12, 2026
- **Apply:** https://www.totaljobs.com/job/principal-support-engineer/ingram-micro-uk-ltd-job107675398

## About the Role

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., * 10+ years in Technical Support Engineering, Escalations, SRE, or related roles.

 * Expertise with Datadog (log search, traces, monitors, dashboards) is a plus
 * Strong REST API troubleshooting using Postman, cURL, authentication flows, and JSON payload analysis.
 * Experience 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 MTTR, incident management, and technical support KPIs.
 * Familiarity with Zendesk 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 permanent fixes for at least 2 recurring root-cause issues per quarter.
 * Deliver 3-5 workflow, automation, or SOP improvements each quarter.

## Description

The Principal Support Engineer is a senior, hands-on technical expert responsible for driving 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., * 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.


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