Associate, Technical Support Engineer - Bilingual; English​/French

Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business‑to‑business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart.

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Ingram Micro has earned Great Place to Work Certification™ for  in Canada! This prestigious recognition reflects our commitment to our people and our culture.

Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey!

This position is a hybrid role based in our Mississauga office with the opportunity to work 2 days remotely per week

Role:
We are looking for a Bilingual Associate, Technical Support Engineer to join our high‑performing support team and provide expert‑level technical assistance to our customers. In this role, you will serve as a trusted advisor, solving complex product issues, and contributing to continuous product and process improvement. You will be deeply embedded in our product ecosystem, collaborating across engineering, product, and customer‑facing teams to ensure a top‑notch customer experience.

• Responding to complex inbound technical service requests over the phone and email per day directly with customers.
• Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure.
• Reproduce issues, conduct root cause analysis, and work closely with engineering on bug fixes and feature requests.
• 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.
• Understand client's business objectives/impact and apply 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.

• A Diploma or Degree in Computer Science or Computer programming or equivalent.
• 2‑4 years of technical support, solutions engineering, or a similar customer‑facing technical role.
• Must be bilingual and Fluent in English and French.
• Deep experience with relevant stack:
  SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), or networking.
• Strong understanding of web technologies, integrations, or system architecture.
• Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases.
• Experience working with Web servers and Databases – Apache, IIS, MySQL, MSSQL and Postgre
  
  SQL.
• Strong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP.
• Basic understanding or experience working on Linux environments.
• General understanding of technologies on APIs web service: JSON, REST, OAuth…
• Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure.
• 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.
• Ability to work through ambiguity and thrive in a rapidly changing business environment.
• Strong analytical and problem‑solving…