Principal Support Engineer

It's fun to work in a company where people truly BELIEVE in what they're doing! Job Description:  Join Unified Support at Ingram Micro and help shape how new products, capabilities, and customer experiences are introduced and operated on a global scale. You will solve complex technical challenges, guide new initiatives through hypercare, improve platform and customer journeys, and ensure new capabilities transition successfully into Operations and Support. Role Overview The Principal Support Engineer is a senior, hands-on technical leader who connects Product, Engineering, Operations, Support, vendors, and customers. The role combines complex incident resolution with technical discovery, service introduction, hypercare leadership, and continuous improvement of platform and customer experiences. The engineer will help new products and capabilities move successfully from development into production operations, identify gaps before they become recurring issues, translate operational and customer insights into actionable feature requests, and map legacy processes and systems to support modernization. This is not a traditional support role: it is a high-impact position for someone with strong ownership that enjoys exploring how systems work, solving ambiguous problems, influencing product direction and translating complex technical problems into clear, actionable paths forward for both customers and internal stakeholders. Key Responsibilities Perform hands‑on technical troubleshooting using logs, traces, APIs, data and system behavior to isolate issues and define actionable resolution paths. Lead high-severity and strategic customer escalations, providing authoritative technical direction and timely communication. Drive vendor ticket escalations, ensuring SLA adherence and proactive follow‑ups with Microsoft, Adobe, AWS, Cisco, and others. Collaborate with Engineering to deliver root-cause fixes, submit detailed technical findings, validate permanent resolutions and establish preventive controls. Partner with Product to identify platform gaps, recurring customer pain points, and areas for workflow or UX improvement. Explore new features, systems, APIs, workflows, and integration patterns to determine their operational and customer impact. Define operational readiness criteria, support models, observability requirements, escalation paths, and knowledge needs. Lead hypercare for new launches and ensure a controlled, measurable transition into Operations and Support. Identify adoption, stability, usability, and supportability risks before and after release. Map legacy processes and platforms, identify dependencies and gaps, and support modernization initiatives.  Analyze customer and agent journeys to identify friction, unnecessary complexity, and opportunities to improve UX and CX. Analyze MTTR performance, SLA trends, and operational bottlenecks; publish weekly metrics and insights. Identify automation…