Billing Support Engineer – Cloud & SaaS Expert

Ingram Micro Philippines BPO LLC; Pateros; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

Ingram Micro Philippines BPO LLC is seeking a Technical Billing Support Engineer to join our global support team and provide expert-level technical assistance to customers. You will be embedded with our product ecosystem, collaborating across engineering, product, and customer-facing teams to resolve complex issues and improve processes.

The role requires strong problem-solving, excellent communication, and the ability to manage incidents, events, and outages with a customer-focused mindset.

Qualifications

• Bachelor’s degree in Computer Science or equivalent.
• 4+ years of experience in technical support.
• Experience with SaaS/cloud platforms and Azure.
• Strong SQL and database concepts.
• Knowledge of web services and REST/SOAP.

Responsibilities

• Provide level two diagnoses and issue resolution for customer requests.
• Triaging issues to Engineering, Vendor teams, and other stakeholders.
• Monitor systems and handle events proactively.
• Respond to alerts within 5 minutes during operating hours.
• Serve as first responder to outages and coordinate triage for swift recovery.
• Create and publish knowledgebase articles to improve self-service.

Skills

Troubleshooting

Communication

Customer focus

Problem solving

Azure services

SaaS

SLA understanding

Education

Bachelor’s Degree in Computer Science or equivalent

Tools

Zendesk

Jira

Confluence

SQL

MySQL

PostgreSQL

Docker

Kubernetes

Azure

REST/JSON/XML

Job description

Ingram Micro Philippines BPO LLC is seeking a Technical Billing Support Engineer to join our global support team and provide expert-level technical assistance to customers. You will be embedded with our product ecosystem, collaborating across engineering, product, and customer-facing teams to resolve complex issues and improve processes.

The role requires strong problem-solving, excellent communication, and the ability to manage incidents, events, and outages with a customer-focused mindset.