Principal Support Engineer - Hybrid, MTTR & Escalations

Ingram Micro; Milton Keynes; Hybrid; GBP 70,000 - GBP 90,000; Full time

Job summary

A leading technology distributor in Milton Keynes is looking for a Principal Support Engineer who will be responsible for driving the resolution of complex customer issues. This senior role involves hands-on troubleshooting with Datadog, overseeing escalations, and collaborating with engineering for root-cause analysis. The ideal candidate will have over 10 years of experience in technical support, expertise with REST APIs, and strong communication skills. Join us to enhance customer experience and drive improvements in support operations.

Qualifications

• 10+ years in Technical Support Engineering or related roles.
• Proven ability to interface with strategic enterprise customers.
• Strong working knowledge of MTTR and incident management.

Responsibilities

• Perform technical troubleshooting using Datadog and API tools.
• Lead high-severity customer escalations and ensure timely communication.
• Collaborate with Engineering for root-cause fixes and validations.

Skills

Technical Support Engineering

Datadog expertise

REST API troubleshooting

Vendor escalation processes

Zendesk familiarity

Job description

A leading technology distributor in Milton Keynes is looking for a Principal Support Engineer who will be responsible for driving the resolution of complex customer issues. This senior role involves hands-on troubleshooting with Datadog, overseeing escalations, and collaborating with engineering for root-cause analysis. The ideal candidate will have over 10 years of experience in technical support, expertise with REST APIs, and strong communication skills. Join us to enhance customer experience and drive improvements in support operations.