Cloud Support Engineer: Incident Response (Graveyard)

Ingram Micro, Inc.; Philippines; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

Ingram Micro is seeking a Technical Support Engineer to serve as the technical authority for complex customer challenges across Azure, AWS, and ERP-integrated environments. You will own escalations, lead incident response, and partner cross-functionally to improve system resilience and customer experience.

The role requires 5+ years in cloud support, strong SQL/database skills, and excellent communication. This is a hybrid role in the Philippines, with graveyard shift hours to support global

Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or equivalent.
• 5+ years in cloud support engineering, technical support, cloud operations, or SRE-adjacent roles.
• Experience troubleshooting SaaS-based cloud solutions.
• Solid understanding of SQL and database concepts (MySQL, MSSQL, PostgreSQL).
• Strong troubleshooting across APIs and cloud services.
• Familiar with ITIL incidents, problems, changes, and RCA processes.
• Excellent communication with customers and cross-functional teams.

Responsibilities

• Troubleshoot and resolve advanced issues across Azure/AWS services.
• Support hybrid, multi-cloud, and on-premises integrations.
• Lead critical incident response, including bridge calls and service restoration.
• Diagnose outages and performance issues using monitoring tools and logs.
• Troubleshoot ERP and SAP integrations, ensuring stable data flows.
• Conduct root cause analysis (RCA) and drive improvements.
• Collaborate with Engineering, Product, ERP, and vendor teams.

Skills

Cloud troubleshooting

SQL databases

ITIL processes

Communication skills

Cross-functional collaboration

Education

Bachelor’s degree in CS/IS

Tools

Datadog

Zabbix

Azure Monitor

CloudWatch

Job description

Ingram Micro is seeking a Technical Support Engineer to serve as the technical authority for complex customer challenges across Azure, AWS, and ERP-integrated environments. You will own escalations, lead incident response, and partner cross-functionally to improve system resilience and customer experience.

The role requires 5+ years in cloud support, strong SQL/database skills, and excellent communication. This is a hybrid role in the Philippines, with graveyard shift hours to support global