Cloud & DB Support Engineer (SQL, API, AWS/Azure)

Ingram Micro Philippines BPO LLC; Manila; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Hybrid setup

Job summary

Ingram Micro Philippines BPO LLC is seeking a Professional Technical Support Engineer to join our high-performing support team. You will serve as a trusted advisor, solving complex product issues and contributing to continuous product and process improvements.

Based in Manila, you will handle complex technical requests, diagnose issues across software, APIs, databases, and cloud services, and collaborate with engineering to deliver exceptional customer experience.

Qualifications

• 4–7+ years in technical support or related customer-facing tech roles.
• Experience with SaaS platforms, APIs, databases, and cloud services (AWS/Azure).
• Strong troubleshooting, analytical, and problem-solving abilities.
• Clear written and verbal communication; customer-first mindset.
• Experience with ticketing systems (Zendesk, Jira) and knowledge bases.
• Familiarity with web tech, REST/JSON, and basic Linux/Windows environments.

Responsibilities

• Respond to complex inbound technical service requests by phone and email.
• Diagnose, troubleshoot, and resolve issues across software, APIs, integrations, and infrastructure.
• Create and maintain internal runbooks, FAQs, and technical documentation.
• Lead incident response or participate in on-call rotation for critical issues.
• Log all issues and status updates in the internal tracking system.
• Collaborate with Product & Engineering on long-term solutions.
• Support multiple cloud and hardware solutions; push for timely resolutions.
• Provide exceptional customer experience and act as customer advocate.

Skills

SaaS platforms

APIs

Databases

Scripting

Python

Shell

AWS

Azure

Networking

Communication

Problem solving

Education

High school diploma

Secondary degree preferred

Tools

Zendesk

Jira

Confluence

Docker

Kubernetes

Job description

Ingram Micro Philippines BPO LLC is seeking a Professional Technical Support Engineer to join our high-performing support team. You will serve as a trusted advisor, solving complex product issues and contributing to continuous product and process improvements.

Based in Manila, you will handle complex technical requests, diagnose issues across software, APIs, databases, and cloud services, and collaborate with engineering to deliver exceptional customer experience.