Ingram Micro · 2 hours ago
Technical Support Engineer - Azure
Williamsville, NY
Full-time
Hybrid
Mid, Senior Level
$63K/yr - $101K/yr
4+ years expIngram Micro is a leading technology company for the global information technology ecosystem. They are seeking a customer-focused Technical Support Engineer with deep expertise in Microsoft Azure to provide frontline support for cloud infrastructure, services, and applications, ensuring a seamless support experience for clients and internal users.
ConsultingElectronicsInformation ServicesInformation TechnologyLogisticsSoftwareSupply Chain ManagementVoIP
Hiring Manager
Steven Kimoto
Responsibilities
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
Qualification
Required
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
Preferred
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
Benefits
Healthcare benefits
Paid time off
Parental leave
A 401(k) plan and company match
Short-term and long-term disability coverage
Basic life insurance
Wellbeing benefits
Company
Ingram Micro
Ingram Micro is a provider of technology products and supply chain management services.
10001+ employees
H1B Sponsorship
Ingram Micro has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (68)
2024 (76)
2023 (51)
2022 (54)
2021 (52)
2020 (50)
Funding
Current Stage
Public CompanyTotal Funding
unknown2021-06-29Private Equity
2020-12-09Acquired
1996-11-01IPO
Leadership Team
Paul Bay
Chief Executive Officer
Mike Zilis
Chief Financial Officer
Recent News
2025-12-26
Company data provided by crunchbase