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

Ingram Micro Philippines BPO LLC; Manila; Hybrid; PHP 420,000 - 680,000; Full time

Job summary

Ingram Micro Philippines BPO is seeking a Professional Technical Billing Support Engineer to join our high-performing team. You’ll provide expert-level billing and invoice technical assistance, work with Engineering, Product Management, and Vendor teams, and act as a trusted advisor to resolve complex issues.

Experience in SaaS support, familiarity with Zendesk or Jira, cloud platforms, and API integrations is preferred.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field, or equivalent experience.
• 2-4 years in technical/support roles or similar.
• Experience supporting SaaS platforms, APIs, cloud apps, or enterprise software.

Responsibilities

• Respond to complex technical support requests via phone, email, and support portals.
• Diagnose and resolve issues involving software applications, cloud platforms, APIs, integrations, and infrastructure.
• Document interactions, troubleshooting steps, and case updates in the ticketing system (Zendesk/Jira).
• Develop and maintain technical documentation and knowledge bases.
• Collaborate with Engineering/Product teams to resolve issues and implement improvements.

Skills

Technical Support

SaaS

Customer Service

Troubleshooting

Education

Bachelor's Degree in CS/IT/Engineering

Tools

Zendesk

Jira

Knowledge Base

Job description

It’s fun to work in a company where people truly BELIEVE in what they're doing! Job Description: Accelerate your career. Join the organization that's driving the world's technology and shape the future. Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage set us apart. Learn more at www.ingrammicro.com Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey! We are looking for a Professional Technical Billing Support Engineer to join our high-performing support team and provide expert-level billing technical assistance to our customers. In this role, you will serve as a trusted advisor, solving complex billing and invoice product issues, and contributing to continuous product and process improvement.

Role Overview

We are looking for a Professional, Technical Support to join our high-performing support team and provide expert-level technical assistance to our customers and partners. In this role, you will serve as a trusted technical advisor by resolving complex product and platform issues while contributing to continuous product and process improvements. You will work closely with Engineering, Product Management, Vendor teams, and other cross-functional stakeholders to deliver an exceptional customer experience.

Key Responsibilities

• Respond to complex technical support requests received 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 by maintaining knowledge of new features, enhancements, and platform capabilities.
• Act as the customer's advocate by coordinating with Engineering, Development, and third-party vendors to ensure issues are resolved within established service level objectives (SLOs).

What You’ll Bring

Education

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

Experience

• 2-4 years of experience in Technical Support, Application Support, Solutions Engineering, SaaS Support, or a similar customer-facing technical role.
• Experience supporting SaaS platforms, APIs, cloud applications, or enterprise software solutions.
• Experience working 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.

Flexibility to work shifts supporting global customers, including evenings, weekends, or holidays as business needs require.

Work Schedule (Night shift) Hybrid Setup: 10x a month RTO

This job description is intended to describe the general nature and level of work performed. It is not intended to be an exhaustive list of all responsibilities, duties, or qualifications required for the role.

With us, you’ll make technology happen in surprising ways. It’ll be a fun journey! Learn more at http://careers.ingrammicro.com

It’s no surprise that technology powers the planet. But what might surprise you is that Ingram Micro has the ability to reach more than 90% of the global population. By joining us, you make Ingram Micro’s contribution a reality: helping businesses grow, supporting industries from healthcare to education with their technology, or even connecting the world.

What’s in it for you? Well, we take great care of our people, everyone is made to feel welcome, and opportunities to grow apply to all. But the prospect of shaping the future through technology is something you’re unlikely to find anywhere else. Let’s shape tomorrow.