Hybrid Technical Support Engineer – Azure

at Ingram Micro

• Job title: Technical Support Engineer – Azure
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $63,100 - $101,000 per year
• Degree requirement: High School Diploma
• Tech skills: Apache, AWS, Azure, Cloud, DNS, Linux, MySQL, Postgres, Python, TCP/IP
• Location requirements: Hybrid, Williamsville, United States

About the role

• Technical Support Engineer providing Azure support for Ingram Micro. Diagnosing issues and delivering a seamless support experience for customers.

Responsibilities

• Responding to complex inbound Azure Technical service requests over the phone and email directly with customers (VMs, Networking, Storage, Identity, etc.)
• Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure.
• Diagnose and resolve system outages, performance issues, and configuration errors
• Provide Tier 2 support for cloud-based infrastructure and applications
• Guide users through Azure features, configurations, and best practices
• Escalate unresolved issues to engineering or Tier 3 support teams
• Document issues and resolutions in the support ticket system for future reference
• Create and maintain internal runbooks, FAQs, and technical documentation
• Lead incident response or participate in on-call rotation for critical issues
• Identify support trends and partner with Product & Engineering on long-term solutions
• Accurately and efficiently log all issues and status updates in our internal tracking system.
• Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success.
• Supporting multiple cloud and hardware solutions
• Contributing to the development of service desk processes and procedures.
• Interacts closely with various departments and vendors to provide timely resolution on issues.
• Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert, and providing diagnoses and issue resolution on our Platform.
• Triaging to internal and external teams, pushing for resolution within SLO’s by being the Customer advocate with Engineering, Development and 3rd party Vendor teams

Requirements

• High school diploma (or equivalent) required
• Secondary degree preferred
• 4–7+ years in Azure technical support, solutions engineering, or a similar customer-facing technical role
• Azure certification
• Deep experience with relevant stack: SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), or networking
• Strong knowledge of Microsoft Azure services and architecture is a must have
• Proficiency in Azure CLI, PowerShell, and diagnostic tools
• Familiarity with networking protocols (DNS, DHCP, TCP/IP) and OS-level troubleshooting (Windows/Linux)
• Excellent problem-solving and communication skills
• Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure
• Strong understanding of web technologies, integrations, or system architecture
• Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases
• Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills; with a customer-first mindset.
• Ability to prioritize user requests effectively and manage user expectations.
• Ability to balance attention to detail with expeditious execution in a fast-paced environment working.
• Passion for driving exceptional customer experience.
• Ability to work through ambiguity and thrive in a rapidly changing business environment.
• Strong analytical and problem-solving skills.
• Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL
• Strong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP
• Basic understanding or experience working on Linux environments
• General understanding of technologies on Apis webservice: JSON, REST, OAuth..
• Flexibility working some weekends and later hours to help fulfill a 24x7 business
• Passion for providing exemplary customer service, strong customer focus
• Eager to learn new technologies
• Good verbal and written professional communication, fluent in English.
• Self-motivated and proactive in performing duties
• Attention to detail

Benefits

• healthcare benefits
• paid time off
• parental leave
• 401(k) plan and company match
• short-term and long-term disability coverage
• basic life insurance
• wellbeing benefits