Cloud Support Engineer (SaaS) – Billing & Incident Response

Ingram Micro, Inc.; Ciudad de México; On-site; MXN 320,000 - 460,000; Full time

Job summary

Ingram Micro, Inc. is seeking a proactive Technical Support Specialist in Mexico City to handle inbound billing and technical service requests by phone and email.

You will log issues in our tracking system, diagnose complex SaaS cloud problems, and coordinate with engineering and vendors to deliver timely resolutions. Applicants should have 2+ years in technical support, strong knowledge of O365, cloud platforms, and databases, and be fluent in English and French.

Qualifications

• 2+ years of experience in Technical Support or similar role.
• Strong knowledge of Microsoft O365 and cloud platforms.
• Ability to troubleshoot SaaS cloud solutions and identify root causes.
• Excellent verbal and written communication in English and French.
• Willingness to work weekends and after-hours when needed.
• Experience with webservers and databases (Apache, IIS, MySQL, MSSQL, PostgreSQL).
• Understanding of ITIL concepts and incident management basics.

Responsibilities

• Respond to inbound billing and technical service requests by phone and email.
• Log issues and status updates accurately in internal tracking systems.
• Resolve complex customer inquiries with a focus on customer success.
• Triaging issues to internal/external teams and driving resolution within OLAs.
• Monitor systems, acknowledge alerts, and respond to incidents promptly.
• Engage with multiple departments and vendors to resolve issues.

Skills

Excellent communication

Problem solving

Customer service

Microsoft O365

SaaS troubleshooting

Fluent in French & English

Able to work weekends

Analytical thinking

Adaptability

Team collaboration

Education

High school diploma or equivalent

Tools

JIRA

Confluence

Docker

Kubernetes

Microsoft Azure

SQL (MySQL, MSSQL, PostgreSQL)

Python

PowerShell

PHP

Apache

IIS

JSON

REST

OAuth

Linux

Job description

Ingram Micro, Inc. is seeking a proactive Technical Support Specialist in Mexico City to handle inbound billing and technical service requests by phone and email.

You will log issues in our tracking system, diagnose complex SaaS cloud problems, and coordinate with engineering and vendors to deliver timely resolutions. Applicants should have 2+ years in technical support, strong knowledge of O365, cloud platforms, and databases, and be fluent in English and French.