Support Engineer

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description:

Ingram Micro is an integral part of the technology and commerce ecosystems, helping our partners grow and thrive through the creation and delivery of Information Technology, Lifecycle Management, eCommerce Logistics, and Cloud solutions. With $49 billion in revenue and the ability to reach 90% of the global population, we have become the world’s largest technology distributor with operations in 59 countries and more than 35,000+ associates.

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. Unrivalled agility, deep market insights and the trust and dependability that come from decades of proven relationships, set Ingram Micro apart and ahead.

Ingram Micro takes pride in our unique culture. Our associates are our most important asset, and they are at the forefront of everything we do. Our dedication to a shared set of principles unites and guides us to better decisions and behaviors, enabling us to focus on the success of our business partners and associates. We have been certified by Great Place to Work, the global authority on workplace culture. Great Place to Work measures the degree of trust, pride and camaraderie within organizations. Being recognized for this certification is not just a destination for our company, it’s the beginning of a journey. The Great Place to Work certification is one of the many steps we are making to ensure the best employee experience for our associates, in alignment with our global Tenets of Our Success.

Ingram Micro India has been awarded in the recent past as Safe place to work , most ethical distributor , top 100 inclusive workplace.

Role Summary

We have an excellent opportunity for an AWS Support Engineer to join our AWS services team and play a key role in supporting our continued growth plans. These plans aim to solidify our position as a leading global Services partner with AWS. The ideal candidate will have extensive experience in supporting customers running workloads on AWS, with a strong focus on troubleshooting, customer satisfaction, and continuous improvement. This role requires a deep understanding of AWS services, cloud infrastructure, and customer support best practices

Key Duties and Responsibilities

Working in close collaboration with the Regional Service Centre and wider in-country AWS teams, the core responsibilities of the role include, but not limited to, the following:

Project Delivery

• Provide technical support to customers using AWS services, addressing their issues and queries promptly.
• Troubleshoot and resolve complex technical issues related to AWS infrastructure and applications.
• Escalate issues to higher-level support or engineering teams as necessary.
• Produce and update assignment documentation as required.
• Ensure that hand over to relevant support organisation is successfully completed
• Provide technical support as requested, for internal and external customers

Personal Skills Development

• Keep up-to-date with current and future technologies, products and strategies
• Build a solid skills foundation in chosen subject matter
• Build and enhance relationships with peers

Qualifications and Experience

An AWS Support Engineer should also have the following qualifications and experience:

Required Qualifications

• AWS Certified Solutions Architect or AWS Certified SysOps Administrator certification.

Desirable Qualifications

• AWS Professional Certification

Expected Experience (Migration and Transformation)

• 2+ years on AWS cloud environments
• AWS Optimisation Licensing and Assessment (OLA)
• AWS Migration Acceleration Program (MAP)
• Compute services (e.g. EC2, containers, serverless)
• Monitoring/Observability tools (e.g. CloudWatch, Prometheus, DataDog)
• VPCs/Networking
• Migrations from VMware and/or Azure
• Experience with networking, security, and compliance in cloud environments.
• Strong analytical and problem-solving skills.
• Experience with hybrid cloud environments and multi-cloud strategies.
• Familiarity with DevOps practices and tools such as Jenkins, Terraform, and Ansible.
• Monitor and respond to incidents affecting customer environments.
• Perform root cause analysis and implement preventive measures to avoid future incidents.
• Maintain detailed documentation of incidents, resolutions, and best practices.
• Assist customers in optimizing their AWS environments for performance, security, and cost efficiency.
• Conduct regular reviews and health checks of customer environments.
• Provide training and guidance to customers on AWS best practices and new services.
• Familiarity with ITIL or other service management frameworks.

Knowledge, Skills, and Characteristics

• Two or more years of experience in a technical engineering type role
• Excellent communicator both verbally and written (both local and English)
• Experienced, mature, influential, assertive and diplomatic
• Able to operate independently or as part of a larger team
• Industry leading knowledge of chosen subject matter
• A flexible approach to work and prepared 'go the extra mile' to exceed customer expectations
• Applies knowledge and skills through handling complex problems beyond own area of expertise.

Ingram Micro is committed to creating a diverse environment and is proud to be an equal opportunity employer. We are dedicated to fostering an inclusive and accessible environment where all associates are valued, respected, and supported. We are highly driven by our tenets of success: Results, Integrity, Imagination, Responsibility, Courage, and Talents.