Professional, Technical Support (API, MySQL, MSSQL, PostreSQL, Order Management)

Ingram Micro Philippines BPO LLC; Pateros; On-site; PHP 350,000 - 700,000; Full time

Benefits offered by this job

Professional development

Collaborative work environment

Job summary

Ingram Micro Philippines BPO LLC is seeking a Professional Technical Billing Support Engineer to deliver expert billing and technical assistance to customers and partners.

The role involves troubleshooting complex issues, collaborating with Engineering for bug investigations, and maintaining comprehensive documentation to drive customer success across the Ingram Micro portfolio.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related discipline.
• 2–4 years in technical support or solutions engineering roles.
• Experience with SaaS platforms, APIs, cloud apps, or enterprise software.
• Experience using ticketing systems (Zendesk, Jira or similar).
• Experience creating or maintaining technical docs/knowledge bases.

Responsibilities

• Respond to complex technical support requests via phone, email, and portals.
• Diagnose and resolve issues involving software, APIs, cloud services, and integrations.
• Document interactions and troubleshooting steps in the ticket system.
• Develop technical docs, knowledge bases, FAQs, and guides.
• Collaborate with Engineering and Product for bug fixes and improvements.
• Support multiple cloud and hardware solutions in the Ingram Micro portfolio.
• Act as SME for the Ingram Micro Xvantage platform and feature updates.

Skills

Troubleshooting

Cloud platforms

REST APIs

Linux basics

Scripting (Python)

Education

Bachelor's degree in CS/IT/Engineering

Tools

Zendesk

Jira

Job description

Role Overview

Professional Technical Billing Support Engineer responsible for delivering expert‑level billing and technical assistance to customers and partners. Acts as trusted advisor resolving complex product and platform issues, supporting continuous product and process improvement.

Key Responsibilities

• Respond to complex technical support requests via phone, email, and support portals.
• Diagnose, troubleshoot, and resolve technical issues involving software applications, cloud platforms, APIs, integrations, and infrastructure.
• Reproduce reported issues, perform root cause analysis, and collaborate with Engineering on bug investigations and feature requests.
• Accurately document customer interactions, troubleshooting activities, and case updates within the ticket management system.
• Develop and maintain technical documentation, knowledge base articles, FAQs, and internal troubleshooting guides.
• Identify recurring issues and support trends, providing recommendations for long‑term improvements in collaboration with Product and Engineering teams.
• Understand customers' business objectives and provide timely, effective technical solutions that promote customer success.
• Support multiple cloud and hardware solutions across the Ingram Micro technology portfolio.
• Contribute to the continuous improvement of support processes, documentation, and operational procedures.
• Collaborate with internal teams, vendors, and third‑party partners to drive timely issue resolution.
• Serve as a subject matter expert on the Ingram Micro Xvantage platform, keeping knowledge of new features, enhancements, and platform capabilities.
• Act as the customer's advocate, coordinating with Engineering, Development, and third‑party vendors to ensure issues are resolved within established service level objectives.

Education

Bachelor's Degree in Computer Science, Information Technology, Engineering, or related discipline, or equivalent combination of education, training, and experience.

Experience

• 2–4 years in Technical Support, Application Support, Solutions Engineering, SaaS Support, or similar customer‑facing technical role.
• Experience supporting SaaS platforms, APIs, cloud applications, or enterprise software solutions.
• Experience with ticketing systems such as Zendesk, Jira, or similar platforms.
• Experience creating or maintaining technical documentation and knowledge bases.

Technical Skills

• Strong troubleshooting skills across software applications, APIs, integrations, and cloud services.
• Working knowledge of AWS, Microsoft Azure, or similar cloud platforms.
• Understanding of web technologies, system architecture, and software integrations.
• Experience with web servers and databases such as Apache, IIS, MySQL, Microsoft SQL Server, or PostgreSQL.
• Knowledge of networking and application protocols including DNS, HTTP, HTTPS (SSL), and FTP.
• Basic experience working in Linux environments.
• Understanding of REST APIs, JSON, OAuth, and related web service technologies.
• Experience with scripting languages such as Python, Shell, or PowerShell is an advantage.

Soft Skills

• Excellent verbal and written English communication skills.
• Strong analytical and problem‑solving abilities with a customer‑first mindset.
• Ability to prioritize multiple support requests while effectively managing customer expectations.
• Strong attention to detail and ability to execute efficiently in a fast‑paced environment.
• Comfortable working through ambiguity and adapting to evolving technologies and business priorities.
• Self‑motivated, proactive, and eager to learn new technologies.
• Passion for delivering exceptional customer service and continuously improving the customer experience.

Work Schedule

Night shift. Hybrid setup: 10 days a month Return to Office (RTO).

Benefits & Opportunities

We offer professional development opportunities, a collaborative work environment, and a chance to shape the future of technology through hands‑on customer impact.