Cloud Tech Support Engineer - Multi-Cloud Incident Response

Ingram Micro; Taguig; Hybrid; PHP 1,000,000 - 1,800,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Ingram Micro Philippines seeks a Technical Support Engineer to act as a technical authority for complex customer challenges across Azure, AWS, and ERP-integrated environments. You will lead incident response and drive root cause analysis to improve reliability and customer experience.

The role requires 5+ years in cloud support, strong SQL skills, ITIL familiarity, and ability to thrive in a fast-paced, global setting. This is a hybrid position with NA graveyard shift expectations.

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 ability across APIs and cloud services.
• ITIL processes: Incident, Problem, Change, RCA.

Responsibilities

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

Skills

Cloud support

SaaS troubleshooting

SQL databases

ITIL processes

Customer-focused

Global collaboration

Education

Bachelor's degree in Computer Science / Information Systems

Tools

Datadog

Zabbix

Azure Monitor

CloudWatch

SAP BRIM / SAP FICO

Terraform / CloudFormation

Docker / Kubernetes

Job description

Ingram Micro Philippines seeks a Technical Support Engineer to act as a technical authority for complex customer challenges across Azure, AWS, and ERP-integrated environments. You will lead incident response and drive root cause analysis to improve reliability and customer experience.

The role requires 5+ years in cloud support, strong SQL skills, ITIL familiarity, and ability to thrive in a fast-paced, global setting. This is a hybrid position with NA graveyard shift expectations.