Cloud SaaS Support Engineer — Billing & Incidents

Ingram Micro; Ciudad de México; On-site; MXN 279,000 - 469,000; Full time

Job summary

Ingram Micro is seeking a dedicated Technical Support Specialist to handle inbound Billing and Technical service requests via phone and email. You will log, triage, and resolve issues, applying knowledge of cloud solutions and SaaS platforms to ensure customer success.

Strong communication and problem-solving skills are essential for rapid resolution and customer satisfaction. The role requires collaboration with cross-functional teams and occasional weekend hours to support a 24x7 business.

Qualifications

• Must have excellent verbal and written communication skills and strong analytical abilities.

Responsibilities

• Respond to inbound Billing and Technical service requests via phone and email.
• Log issues and status updates in internal tracking system.
• Resolve complex customer Billing inquiries and ensure customer success.
• Identify root causes and diagnose as software defects or misconfigurations.
• Support multiple cloud solutions (e.g., Microsoft O365, AWS, Azure).
• Assist in developing service desk processes and procedures.
• Coordinate with internal teams and vendors to resolve issues within OLAs.
• Triaging to internal/external teams to meet SLA targets.
• Monitor systems and handle events within 5 minutes during working hours.
• Act as first responders to outages and outages management.

Skills

Excellent communication

Microsoft O365

SaaS troubleshooting

Customer-focused

Analytical problem-solving

Ability to work weekends

Linux basics

APIs webservice (JSON REST OAuth)

JIRA & Confluence

Education

High school diploma

Secondary degree preferred

Tools

JIRA

Confluence

Docker

Kubernetes

Apache

IIS

MySQL

MSSQL

PostgreSQL

DNS

HTTP/HTTPS

Linux

Job description

Ingram Micro is seeking a dedicated Technical Support Specialist to handle inbound Billing and Technical service requests via phone and email. You will log, triage, and resolve issues, applying knowledge of cloud solutions and SaaS platforms to ensure customer success.

Strong communication and problem-solving skills are essential for rapid resolution and customer satisfaction. The role requires collaboration with cross-functional teams and occasional weekend hours to support a 24x7 business.