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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 strong ownership, urgency, and the ability to translate complex technical problems into clear, 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 t imely 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 opportunities 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 related roles.

- Expertise with Datadog (log search, traces, monitors, dashboards).

- Strong REST API troubleshooting using Postman, cURL , authentication flows, and JSON payload analysis.

- Experience diagnosing distributed systems, integrations, and SaaS platform behavior.

- Proven ability to interface with strategic enterprise customers and communicate complex technical issues clearly.

- Hands‑on experience with vendor escalation processes and SLA governance.

- Solid working knowledge of MTTR, incident management, and technical support KPIs.

- Familiarity with Zendesk or similar ticketing platforms.

Performance Expectations & KPIs

- Resolve 90% of escalated tickets within SLA.

- Engage vendors within 15 minutes of SLA risk detection.

- Drive MTTR improvements of 40–50% for assigned ticket categories.

- Maintain CSAT 90% for escalated interactions.

- I dentify and support permanent fixes for at least 2 recurring root-cause issues per quarter.

- Deliver 3–5 workflow, automation, or SOP improvements each quarter.

- This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all of these duties.

📌 Principal Support Engineer (India)
🏢 Ingram Micro
📍 India