Technical Support Engineer - Azure

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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

Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey!

This position is located in our Buffalo-NY office with opportunity to be on a hybrid schedule and a few days remote per week.

We’re seeking a customer-focused Technical Support Engineer with deep expertise in Microsoft Azure to provide frontline support for cloud infrastructure, services, and applications. This role involves diagnosing issues, resolving incidents, and delivering a seamless support experience for internal users and external clients. As a TSE, you will also be deeply embedded in our product ecosystem, collaborating across engineering, product, and customer-facing teams to ensure a top notch customer experience.
 

Your role:

• 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   

What you bring to the role:

• 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   

   
  Nice to have. Exposure to:   

• ITIL certification   

• Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP Knowledge of SQL   

• Exposure to virtualization and orchestration technologies such as Docker and Kubernetes   

• Experience with JIRA and Confluence  

* 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 these duties.

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#hybrid

The ranges above reflect the potential annual base pay across the U.S. for all roles; the applicable base pay range will depend on the candidate’s primary work location, pay grade, and variable compensation plan. Individual base pay within each range depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time of hire. New hires starting base pay generally falls in the bottom half (between the minimum and midpoint) of a pay range.

At Ingram Micro certain roles are eligible for additional rewards, including merit increases, annual bonus or sales incentives and long-term incentives. These awards are allocated based on position level and individual performance. U.S.-based employees have access to healthcare benefits, paid time off, parental leave, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others.

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 these duties.

Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check.

Ingram Micro Inc. is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.