Platform Tech Support Manager (API & SaaS)

Ingram Micro; Philippines; On-site; PHP 1,000,000 - 2,000,000; Full time

Job summary

Ingram Micro Philippines is seeking a Technical Support & Operations Manager to lead platform support across Xvantage and related capabilities, driving reliability and customer satisfaction.

You will build and maintain operational standards, manage a regional team, collaborate with Product, Engineering and Vendor Management, and track KPIs like MTTR and CSAT.

This role requires 7+ years in technical or SaaS support, strong leadership, and a hands-on approach to continuous improvement.

Qualifications

• 7+ years in technical support, platform support, SaaS operations or related field.

Responsibilities

• Lead, mentor and manage a technical support team responsible for platform support, operational stability, ticket resolution, escalations and customer/vendor experience.
• Set clear objectives and feedback routines to improve productivity, engagement and ownership.
• Oversee daily support operations, triage, progress, resolution and escalation of user issues.
• Establish tiered or swarming support models for escalations and critical incidents with cross-functional teams.
• Serve as escalation point for unresolved technical issues, partnering with Product, Engineering, and Vendor teams to drive resolution.
• Define and track operational KPIs such as MTTR, CSAT, initial response and ticket volume.
• Identify recurring issues and implement long-term solutions, automation opportunities and process improvements.
• Ensure compliance with data privacy, security, support standards and required documentation practices.
• Develop training plans, knowledge assets and runbooks to strengthen team capability.
• Provide regular updates to leadership on operational performance, risks and progress against objectives.

Skills

Technical support

Platform support

SaaS operations

Customer support operations

People management

Job description

Ingram Micro Philippines is seeking a Technical Support & Operations Manager to lead platform support across Xvantage and related capabilities, driving reliability and customer satisfaction.

You will build and maintain operational standards, manage a regional team, collaborate with Product, Engineering and Vendor Management, and track KPIs like MTTR and CSAT.

This role requires 7+ years in technical or SaaS support, strong leadership, and a hands-on approach to continuous improvement.