The Principal Support Engineer is a senior, hands-on technical expert responsible for driving the rapid resolution of complex customer issues
Job Summary
The Principal Support Engineer is a senior, hands-on technical expert responsible for driving the 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.
Ingram Micro offers genuine career progression opportunities, access to LinkedIn Learning, and a hybrid working environment.
Matching Summary
The Principal Support Engineer is a senior, hands-on technical expert responsible for driving the rapid resolution of complex customer issues.
Skills & Requirements
Must-have
Datadog expertise
REST API troubleshooting
distributed systems diagnosis
high-severity escalations leadership
vendor ticket escalation management
Nice-to-have
collaborative team player
challenging the status quo
customer experience improvement
automation opportunity identification
Key Requirements
10+ years in Technical Support Engineering, Escalations, SRE, or related roles
Expertise with Datadog
Strong REST API troubleshooting skills
Experience diagnosing distributed systems
Proven ability to interface with enterprise customers
Hands-on experience with vendor escalation processes
Strong working knowledge of MTTR and incident management
Familiarity with Zendesk or similar ticketing platforms