Cloud Support Engineer — SaaS & Azure

Ingram Micro; Taguig; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

Ingram Micro is looking for a Technical Billing Support Engineer to join our high-performing support team. You will serve as a trusted advisor, solving complex product issues and collaborating with engineering, product, and customer-facing teams to ensure a top-notch customer experience.

You must be a quick learner and enjoy challenging yourself to raise the bar to minimize downtime. You will work with Azure storage solutions and other SaaS cloud services, applying strong problem-solving skills

Qualifications

• Bachelor's Degree in Computer Science or equivalent.
• 4+ years of relevant experience.
• Knowledgeable with SaaS platforms and Cloud Services (Azure, AWS, GCP).
• Knowledge of CSS, HTML, and related technologies.
• Strong knowledge of Web Services and Serialization (XML, JSON, SOAP, REST).
• Hands-on experience with Zendesk.
• Experience with SAP.
• Experience with SQL and database concepts.
• Exposure to virtualization and orchestration technologies (Docker, Kubernetes).
• Familiarity with ITIL knowledge or certification.
• Multi-language skills are a plus.

Responsibilities

• Handle support requests from customers, diagnose issues, and provide level 2 resolutions.
• Coordinate with Engineering, Product and Vendor teams to drive timely resolutions within OLAs.
• Monitor systems and respond to events, including during on-call periods as required.
• Act as first responder to outages and performance issues to restore services quickly.
• Create and maintain knowledge base articles to enable self-service and faster resolution.
• Deliver excellent customer service and maintain strong customer focus.
• Work independently with minimal supervision, influencing others as needed.
• Engage in moderate to complex projects using standard policies and procedures.

Skills

Troubleshooting

Communication

Learning agility

Customer focus

Team collaboration

Education

Bachelor's degree in CS

Tools

Zendesk

SAP

SQL

Docker

Kubernetes

Confluence

JIRA

Azure

MySQL

PostgreSQL

Job description

Ingram Micro is looking for a Technical Billing Support Engineer to join our high-performing support team. You will serve as a trusted advisor, solving complex product issues and collaborating with engineering, product, and customer-facing teams to ensure a top-notch customer experience.

You must be a quick learner and enjoy challenging yourself to raise the bar to minimize downtime. You will work with Azure storage solutions and other SaaS cloud services, applying strong problem-solving skills