Sr Technical Support Engineer

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description: 

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 www.ingrammicro.com

Position Overview: We are seeking a Senior Technical Support Engineer to provide expert-level support across Azure, AWS, and ERP-integrated environments. In this role, you will own escalated technical issues, drive root cause determination and resolution, and act as the technical authority for complex customer challenges. You will lead critical incident response, collaborate across Engineering, Product, and ERP/SAP teams, and deliver operational insights that improve reliability, performance, and customer satisfaction. If you are passionate about customer success, eager to learn new technologies, and committed to excellence in a dynamic, multicultural environment, we’d love to have you on our team.

Key Responsibilities:

Advanced Technical Support & Escalations

• Troubleshoot and resolve advanced issues across Azure/AWS services.
• Reduce the volume of vendor escalations by providing expert-level guidance and diagnosis.
• Support hybrid, multi-cloud, and on-premises integrations.

ERP & SAP Integration Support

• Troubleshoot cloud-to-ERP integration issues, including SAP, SAP-BRIM, and other ERP systems.
• Ensure system stability, accurate data flows, and reliable financial operations across integrated platforms.

Incident & Problem Management

• Diagnose outages, performance degradation, and configuration errors using logs, monitoring tools, and RCA practices.
• Act as first responder for outages and critical events
• Lead bridge calls and drive rapid service restoration.
• Perform trend analysis to eliminate recurring issues.

Cloud Platform Expertise (Azure & AWS)

• Provide expert guidance on Azure configurations, best practices, and cloud adoption patterns.
• Provide technical leadership on configuration, security, cost optimization, and performance.
• Assist customers with cloud adoption architecture and remediation guidance.

Root Cause Determination & Resolution (RCA)

• Lead deep technical investigations for high-impact or recurring incidents.
• Produce actionable RCA documents and partner with Engineering/Product to prevent future occurrences.
• Drive long-term resiliency improvements across cloud and ERP-integrated environments.

Documentation, Knowledge Sharing & Process Improvement

• Maintain SOPs, KB articles, and runbooks.
• Mentor junior engineers.
• Implement enhancements that improve FTR and reduce MTTR.

Cross-Functional Collaboration

• Work with Engineering, Product, Development, Vendor teams, and ERP/Finance stakeholders.
• Improve workflows and operational coordination.

What you bring to the role:

• Bachelor’s degree in computer science, Information Systems, or equivalent.
• 5+ years in cloud support engineering, technical support, cloud operations, or SRE-adjacent roles.
• Experience with SAP core modules, SAP-BRIM, or other ERP/Finance systems, including an understanding of data flows and integrations, is ideal.
• Experience troubleshooting SaaS-based cloud solutions.
• Hands-on expertise with Microsoft Azure (VMs, Storage, Networking, Entra ID) and AWS (EC2, S3, RDS, VPC, Lambda).
• Solid understanding of SQL and database concepts, including experience with Apache, IIS, MySQL, MSSQL, and PostgreSQL.
• Strong troubleshooting ability across APIs, networking (DNS/HTTP/HTTPS/TLS), identity, OS (Linux/Windows), and cloud services.
• Scripting skills in PowerShell and/or Python (Bash a plus).
• Experience with monitoring tools (e.g., Datadog, Zabbix, Azure Monitor, CloudWatch).
• Solid understanding of ITIL processes: Incident, Problem, Change, RCA.
• Exceptional communication skills and a customer-first mindset.
• Ability to operate effectively in fast-paced, global, high-pressure environments.

Nice-to-Have specializations

• In-depth SAP BRIM experience (FICA, CI) or SAP FICO.
• Infrastructure as Code (Terraform, CloudFormation).
• Container and orchestration technologies (Docker, Kubernetes).
• Azure/AWS cloud certifications.
• ITIL Certification (Foundation or higher).
• Microsoft 365 and Entra ID enterprise experience.
• Cloud cost optimization framework experience (e.g., rightsizing, modernization assessments).
• *This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all of these duties.

The typical pay range for this role across Canada is $82,000 -92,000 (CAD) per year. The ranges above reflect the potential annual starting base pay and includes commission across all of Canada for all roles. Individual base pay and commission within each range depends on various factors, including work location, complexity and responsibility of role, job duties/requirements, and relevant experience and skills. This role is for an existing vacancy and will not use AI for screening applicants.

At Ingram Micro, certain roles are eligible for additional rewards, including merit increases, annual bonuses, or sales incentives. These awards are allocated based on position level and individual performance. Canadian associates have access to flexible Healthcare, Dental, Vision, well-being benefits and perks, critical illness, disability coverage, mental health support, paid time off, RRSP Matching and much more!

Equal Opportunity Statement

As a diverse and inclusive organization, we encourage individual achievement and recognize the strength of a diverse workforce. Ingram Micro Canada is proud to be an equal-opportunity employer. We consider qualified applicants without regard to race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. Accommodations for job applicants are available on request, please contact us by sending an email to AODAFeedback@ingrammicro.com. This email box is designed to assist with accommodations through the hiring process. Emails sent for non-accommodation-related inquiries, such as following up on an application, will not receive a response. In your email, please provide contact details, and preferred contact method and describe the accommodation so we can work with you to assist.

Ingram Micro’s Commitment to ESG (Environment, Social & Governance)

Ingram Micro is a values-driven organization and our commitment to ESG performance is a statement about who we are and our desire to make a difference each day through the way we do business. Through our IngramMicroESG program, we establish policies, programs, and practices to achieve continuous improvement on the Environmental, Social and Governance areas that are most significant to our stakeholders. Learn more about our ESG initiatives and read our ESG reports here – Ingram Micro ESG.