SaaS Technical Support Engineer: Cloud & Billing Expert

Ingram Micro Mexico; Ciudad de México; Presencial; MXN 240.000 - 360.000; Jornada completa

Descripción de la vacante

Ingram Micro Mexico is seeking a technical support specialist to respond to billing and technical service requests, log issues, and ensure customer success. You will work with multiple cloud solutions and coordinate with engineering and vendors to resolve complex problems.

The role requires 2+ years in technical support, strong O365 knowledge, and bilingual English/French communication. Weekend hours may be required. This is an on-site role based in Mexico City.

Formación

• High school diploma or equivalent required.
• 2+ years in Technical Support or similar.
• Strong knowledge of Microsoft O365.
• Ability to troubleshoot SaaS cloud solutions.
• Experience with web servers and databases.

Responsabilidades

• Respond to inbound Billing and Technical service requests by phone and email.
• Accurately log issues and status updates in the tracking system.
• Understand client objectives and resolve issues to ensure customer success.
• Evaluate and resolve complex Billing inquiries.
• Identify root causes and diagnose software defects, misconfigurations, or end user issues.
• Support multiple cloud solutions (Azure, AWS, GCP, SaaS apps).
• Contribute to service desk processes and procedures.
• Coordinate with Engineering and vendors for timely resolution within OLAs.
• Handle escalation and triage to internal/external teams.
• Monitor systems and respond to alerts within 5 minutes during business hours.
• Act as first responder to outages and manage incidents for rapid recovery.
• Drive operational efficiency and continuous improvements.

Conocimientos

O365

Cloud platforms

Webservers

Databases

APIs & REST

Linux basics

Incident management

Customer service

English & French

Communication skills

Educación

High school diploma

Secondary degree preferred

Herramientas

Azure

AWS

GCP

Docker/Kubernetes

Jira/Confluence

MySQL

PostgreSQL

MSSQL

Apache/IIS

REST/JSON/SOAP

Descripción del empleo

Ingram Micro Mexico is seeking a technical support specialist to respond to billing and technical service requests, log issues, and ensure customer success. You will work with multiple cloud solutions and coordinate with engineering and vendors to resolve complex problems.

The role requires 2+ years in technical support, strong O365 knowledge, and bilingual English/French communication. Weekend hours may be required. This is an on-site role based in Mexico City.