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At Ingram Micro, we are redefining the technology ecosystem that powers the world. As a general technology company with the reach, relationships, and digital platforms to help businesses realize the promise of technology, we create opportunities for our partners and customers to grow, innovate, and succeed. Together, we’re shaping tomorrow by solving complex challenges and building the future of technology distribution and platform services
About the Role
We are seeking a highly experienced Principal Support Engineer to serve as a senior technical authority and escalation leader for our most critical customer‑impacting issues across our platform ecosystem. This is not a traditional support role. We are looking for a highly experienced technical expert who can lead critical customer escalations, drive root cause analysis across multiple technology layers, partner directly with Engineering and Product leadership,
and communicate confidently with senior stakeholders up to Director and VP level.
The successful candidate will combine deep technical troubleshooting skills with strong incident leadership, operational excellence, and customer advocacy. They will be expected to own high‑impact escalations from initial triage through permanent resolution while influencing platform reliability and customer experience at a strategic level.
What You’ll Do
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- Own and lead resolution of high‑priority Sev1 and Sev2 incidents impacting strategic customers.
- Drive end‑to‑end troubleshooting across applications, integrations, cloud infrastructure, databases, and distributed systems.
- Lead cross‑functional incident response and technical war rooms involving Engineering, Product, Operations, Security, and external partners.
- Perform deep root cause analysis using logs, metrics, traces, database analysis, and app
📌 Principal Support Engineer – Customer Reliability (Barcelona)
🏢 Ingram Micro
📍 Barcelona
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