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Job Description:
Principal Support Engineer
Escalations & Customer Experience Engineering

Role Overview

The Principal Support Engineer is a senior, hands-on technical expert responsible for driving rapid resolution of complex customer issues. This role blends deep technical troubleshooting, advanced log and API analysis, Datadog monitoring expertise, and leadership of high‑severity escalations. The engineer will collaborate tightly with Engineering, Product, and external vendors to eliminate root causes, improve MTTR, and elevate the overall customer experience.

This is a high‑visibility individual contributor role requiring solid ownership, urgency, and the ability to translate complex technical problems into explicit, actionable paths forward for both customers and internal stakeholders.

Key Responsibilities
Perform hands‑on technical troubleshooting using Datadog (logs, traces, dashboards), API tools (Postman/cURL), and distributed log tracing.




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, and validate permanent resolutions.
Partner with Product to identify platform gaps, recurring customer pain points, and areas for workflow or UX improvement.
Analyze MTTR performance, SLA trends, and operational bottlenecks; publish weekly metrics and insights.
Develop SOPs, escalation workflows, and troubleshooting guides that improve global support operations.
Identify automation prospects and collaborate with internal teams to enhance Zendesk workflows and self-service deflection.

Required Skills & Qualifications
10+ years in Technical Support Engineering, Escalations, SRE, or

📌 Principal Support Engineer Mumbai
🏢 Ingram Micro
📍 Mumbai