Platform Technical Support Manager (API Integration, 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

Role Overview

The Technical Support & Operations Manager is accountable for managing and improving platform support operations for a region, domain or platform portfolio. The role requires technical acumen, problem-solving strength and the ability to lead support teams delivering reliable, efficient and customer-focused service across Xvantage, X4V, XI and related marketplace capabilities.

Role Overview

The Technical Support & Operations Manager is accountable for managing and improving platform support operations for a region, domain or platform portfolio. The role requires technical acumen, problem-solving strength and the ability to lead support teams delivering reliable, efficient and customer-focused service across Xvantage, X4V, XI and related marketplace capabilities.

The manager establishes operational standards, performance discipline, escalation paths, documentation, knowledge practices and continuous improvement routines. The role collaborates closely with global support teams, Product, Engineering, Operations, Vendor Management and external partners to resolve issues and improve platform reliability and customer experience.

Key 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, performance standards, operating expectations and feedback routines to improve productivity, engagement and ownership.
• Oversee daily support operations, ensuring user issues are triaged, progressed, resolved and escalated effectively.
• Establish and maintain tiered or swarming support models for escalations, complex issues and critical incidents, coordinating with global and cross-functional teams as needed.
• Serve as escalation point for unresolved technical issues, partnering with Product, Engineering, SRE, DevOps, Vendor teams and external partners to drive resolution.
• Define and track operational KPIs such as MTTR, CSAT, initial response, KCS success rate, ticket volume, re-open rate, bug conversion and cost-to-serve improvements.
• Identify recurring issues and process gaps; implement long-term solutions, streamlined processes, automation opportunities and continuous improvement actions.
• Ensure compliance with regional data privacy, security, support operating standards and required documentation practices.
• Develop training plans, knowledge assets, runbooks and documentation to strengthen team capability and reduce reliance on tribal knowledge.
• Provide regular updates to leadership on operational performance, risks, escalations, customer impact, vendor issues and progress against improvement objectives.

Required Experience & Skills

Area

Requirement

Experience

7+ years in technical support, platform support, SaaS operations, customer support operations or related field; people management experience required.

Technical Acumen

Ability to understand platform behavior, APIs, integrations, incident drivers, production issues, monitoring signals and support impact.

Leadership

Experience leading support teams, creating operating discipline, managing escalations and building strong associate engagement.

Operational Excellence

Strong KPI management, process improvement, documentation, KCS/self-service and continuous improvement experience.

Stakeholder Management

Ability to communicate with regional leaders, Product, Engineering, Operations, Vendors and customers with clarity and urgency.

Success Metrics

• Improved MTTR, CSAT, response discipline, KCS adoption and overall support quality.
• Reduced recurring issues, avoidable escalations, ticket volume and cost-to-serve.
• Stronger support readiness for launches, releases, vendor onboarding and platform transitions.
• Higher team capability through training, knowledge management, documented runbooks and consistent operating standards.
• Improved collaboration with Product, Engineering, Vendor Management and Operations on systemic issue resolution.