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Job Description:
Role OverviewWe are seeking a highly experienced Lead Technical Support Engineer to operate as the senior technical leader within the support organization. This role builds upon the Senior Technical Support Engineer (L2) foundation, expanding into technical leadership, cross-functional influence, and operational ownership. The Lead Engineer serves as the voice of Support with Product and Engineering, driving issue resolution at scale while enabling team effectiveness through mentorship, workflow optimization, shift-left initiatives, and continuous innovation.
Key Responsibilities- Act as the technical escalation point for the most complex and business-critical issues.
- Represent Support in Engineering and Product meetings, speaking on behalf of customer impact and supportability.
- Lead technical discussions with Engineering and Product on defects, prioritization, and product improvements.
- Drive end-to-end workflow management including ticket prioritization, backlog health, and SLA adherence.
- Mentor and coach L1/L2 engineers, elevating technical capability and performance across the team.
- Lead shift-left initiatives to improve self-service, documentation, and first-touch resolution.
- Partner with Product and Engineering to eliminate recurring issues and improve platform stability.
- Lead major incident technical coordination and post-incident improvements.
Continuous Learning & Innovation Expectations- Continuously upskill in emerging technical tools, platforms, and modern support technologies.
- Actively develop expertise in AI tools and capabilities to enhance troubleshooting, automation, and decision-making.
- Leverage AI as a transformative tool to improve customer experience, reduce MTTR, and drive support efficiency.
- Drive adoption of AI-enabled workflows, including knowledge generation, ticket automation, and self-service enhancements.
- Mentor team members on leveraging AI and modern tools to elevate overall team capability and scale impact.
Knowledge, Skills, and Experience- 7+ years in technical support or related technical roles.
- Strong expertise in cloud, APIs, integrations, and system architecture.
- Proven leadership, mentorship, and cross-functional influence.
- Experience driving operational improvements and workflow optimization.
- Excellent communication skills translating technical issues into business impact.
Skills Required
- 7+ years in technical support or related technical roles
- Strong expertise in cloud technologies
- Experience with APIs and integrations
- Deep understanding of system architecture
- Proven leadership, mentorship, and cross-functional influence
- Experience driving operational improvements and workflow optimization
- Excellent communication translating technical issues into business impact
- Experience leading major incident technical coordination and post-incident improvements
- Active familiarity or willingness to develop expertise in AI tools to enhance support and automation
Ingram Micro Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ingram Micro and has not been reviewed or approved by Ingram Micro.
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Strong & Reliable Incentives — Feedback suggests bonus eligibility is common and commission structures can lift total earnings in sales roles. Pay is described as solid and reliably on time in many contexts.
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Healthcare Strength — Feedback suggests the health offering is comprehensive, with multiple medical options including a copay-only plan and an HSA plan with employer funding. Wellness programs, pharmacy support, and an EAP reinforce the package.
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Retirement Support — Feedback suggests retirement support includes a 401(k) with company match and automatic savings features. This provides a structured foundation for long-term savings.
Ingram Micro Insights
What We Do
Ingram Micro helps businesses Realize the Promise of Technology™. It delivers a full spectrum of global technology and supply chain services to businesses around the world. Deep expertise in technology solutions, mobility, cloud, and supply chain solutions enables its business partners to operate efficiently and successfully in the markets they serve. Unrivaled agility, deep market insights and the trust and dependability that come from decades of proven relationships, set Ingram Micro apart and ahead.
