Touchpoint Solutions Jobs (NOW HIRING)

The Solution Design & Services (SD&S) organization functions as the pre‑sales technical arm of Ingram Micro. As the first technical touchpoint for many of our partners, SD&S plays a critical role in shaping customer engagement and enabling partner success across our ecosystem.

The role falls under our Build Team: Advancing solution enablement, business practice maturity, and partner readiness. (IBM Software)

As a Sr Technical Solutions Engineer, you need to be a technical leader and resource for SD&S and Ingram Micro. Maintain relevant applicable industry certifications and identify certifications and trainings that can help others within your areas of technical responsibility. Represent SD&S to partners, able to build the most complex of solutions and/or intelligently advocate the value of SD&S via multiple mediums.

Collaborate with sales, the partners, and (as possible) the end‑clients to gather and analyze the customers’ requirements. This includes security requirements, budgetary constraints, time‑to‑implement, and other business and technical needs. Identify and evaluate solution options that would meet these requirements.

Develop detailed solution designs and present them to the partners. Be resource for the partners to present the solution to the end‑users (if necessary).

KPIs: Number of designs built, number of customer engagement (consult, training)

SLA: Accuracy of designs, % of on‑time delivery and response, % of customer satisfaction

• IBM Software badges/certifications highly desired
• Formal college education or 3-5 years’ experience with technology products preferred.
• Effective communication with multiple levels of customers.
• Ability to follow direction and take initiative as required.
• Ability to drive results as an individual contributor that may need to assist others to achieve similar results within the SD&S contact center.
• Minimum of 5 years technical experience, and deep understanding of the method to uncover the customers' needs, and the ability to design and implement complex solutions.
• Lead and mentor junior Technical Solutions Engineers and Technical Solution Specialists.
• Cultivate customer and vendor relationships to gain trusted advisor level.
• Represent the company at company, industry events and conferences. May lead vendor initiatives, driving goals to results in the SD&S contact center.

• Specialist in technical or business skills. Individuals with a customer focus have developed the acumen to cultivate and develop lasting customer relations.
• Four-year college degree (or additional relevant experience in a related field). Minimum 5 years functional experience including a minimum of 3 years specific experience. Ability to make significant contribution to processes and systems.
• General proficiency with various tools, systems, and procedures required to accomplish the job.

• You possess moderate understanding of the competency. You are aware of the skill and are developing or demonstrating attained proficiency.
• You are proficient and perform the competency with effort. You are aware of how to demonstrate the competency and are meeting the expectations of the role. You may – at times – be a mentor to more junior associates in said competency.
• You perform the competency with mastery. You are highly proficient in the competency, and it has become second‑nature to you. You have a proven track record of demonstrating / excelling in the competency. You act as a lead or mentor to more junior associates in said competency. Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Manages Complexity: Making sense of complex, high quality, and sometimes contradictory information to effectively solve problems.
• Customer Focus: Building strong customer relationships and delivering customer‑centric solutions.
• Self‑Development: Actively seeking new ways to grow and be challenged using both formal and informal development channels.
• Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations.
• Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.
• Instills Trust: Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Collaborates: Builds partnerships and working collaboratively with others to meet shared objectives.
• Tech Savvy: Anticipating and adopting innovations in business‑building digital and technology applications.
• Resourcefulness: Securing and deploying resources effectively and efficiently.

• Field based (remote)
• If near an office/ Hybrid expected 3 days onsite/2 remote