Sr Technical Support Engineer at Ingram Micro Inc - New Zealand

Fortitude Valley, Queensland, Australia -

Full Time

Start Date

Immediate

Expiry Date

13 Sep, 26

Salary

0.0

Posted On

15 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

SaaS Platforms, APIs, Cloud Environments, Python, Shell Scripting, System Architecture, Zendesk, Jira, Troubleshooting, Webservers, Databases, DNS, HTTP/HTTPS, REST, JSON, Linux

Industry

IT Services and IT Consulting

Description

It's fun to work in a company where people truly BELIEVE in what they're doing! Job Description: About us: Ingram Micro is a leading technology distributor 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. About the role : We are seeking a Senior Technical Support Engineer to join our high-performing support team and deliver expert-level assistance to our customers. In this role, you will act as a trusted technical advisor, resolving complex product issues and driving continuous improvement across our support and product ecosystem. You’ll collaborate closely with Engineering, Product, and customer-facing teams to ensure an exceptional customer experience. This is an opportunity to work on cutting-edge technologies while making a meaningful impact on customer success. Key Responsibilities: 4–7+ years’ experience in technical support, solutions engineering, or a similar customer-facing technical role Strong experience with SaaS platforms, APIs, databases, and cloud environments (AWS, Azure, or GCP) Proficiency in scripting (Python, Shell, Bash, PowerShell, or similar) Solid understanding of web technologies, system architecture, and integrations Experience with ticketing systems such as Zendesk, Jira, and knowledge base tools Strong troubleshooting and analytical skills with the ability to work under pressure Knowledge of webservers and databases (Apache, IIS, MySQL, MSSQL, PostgreSQL) Understanding of protocols such as DNS, HTTP/HTTPS (SSL), and FTP Familiarity with APIs and web services (REST, JSON, OAuth) Basic experience working in Linux environments Excellent verbal and written communication skills with a strong customer-first mindset Ability to prioritize, manage expectations, and work in a fast-paced environment Willingness to work flexible hours, including weekends, to support a 24/7 business Self-motivated, detail-oriented, and eager to learn new technologies Nice to have: ITIL or Microsoft Azure certifications Experience with Docker, Kubernetes, or virtualization technologies Hands-on experience with cloud platforms (Azure, AWS, GCP) Exposure to SQL and scripting languages Experience with Jira and Confluence Role requirements: Respond to complex technical support requests via phone and email Diagnose, troubleshoot, and resolve issues across software, APIs, integrations, and infrastructure Reproduce issues, conduct root cause analysis, and collaborate with Engineering on fixes and enhancements Act as a subject matter expert supporting customers and resellers on the platform Lead or participate in incident response and on-call rotations for critical issues Create and maintain technical documentation, runbooks, and FAQs Identify support trends and partner with Product and Engineering on long-term improvements Log, track, and update all issues accurately in internal systems Advocate for customers by triaging issues and ensuring resolution within defined SLOs Support multiple cloud and hardware solutions Collaborate with internal teams and external vendors to resolve issues promptly Contribute to the development and improvement of service desk processes and procedures Understand customer business impact and ensure timely, effective issue resolution What’s On Offer Your growth is our priority. Access to LinkedIn Learning and a plethora of top-tier training courses to enrich your skills. With a vast organisation like ours, national and international career opportunities abound, putting you firmly in the driver's seat of your career trajectory. Genuine Career Progression Opportunities Hybrid Working Environment Training & Development Competitive Remuneration Package Staff Purchase Policy and a generous Benefits Scheme Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law. Did you know… statistics show that many individuals apply to jobs only when they feel 100% qualified? However, it’s rare for everyone to be 100% qualified. If you feel you meet many, but not all, of our criteria, we encourage you to apply still! Final offers of employment are subject to the completion of relevant pre‑employment background checks. #LI-TS #LI-HYBRID With us, you’ll make technology happen in surprising ways. It’ll be a fun journey! Learn more at http://careers.ingrammicro.com Click Introduce Yourself above to join our talent network! It’s no surprise that technology powers the planet. But what might surprise you is that Ingram Micro has the ability to reach more than 90% of the global population. By joining us, you make Ingram Micro’s contribution a reality: helping businesses grow, supporting industries from healthcare to education with their technology, or even connecting the world. What’s in it for you? Well, we take great care of our people, everyone is made to feel welcome, and opportunities to grow apply to all. But the prospect of shaping the future through technology is something you’re unlikely to find anywhere else. Let’s shape tomorrow.

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Responsibilities

Provide expert-level technical support to resolve complex product issues and act as a trusted technical advisor for customers. Collaborate with Engineering and Product teams to drive continuous improvement and maintain technical documentation.