Professional Technical Support Enigneer SQL MSSQL PostreSQL API Scripting AWS Or Azure Customer Support

Ingram Micro; Manila; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Ingram Micro is seeking a Professional Technical Support Engineer to join Unified Support. You will provide expert-level technical assistance, solving complex product issues and collaborating across engineering, product, and customer-facing teams.

You will respond to complex inbound requests, troubleshoot across software, APIs, and infrastructure, and help maintain runbooks and knowledge bases to improve customer experiences. A graveyard shift in US time zones is noted, with hybrid setup.

Qualifications

• 4–7+ years in technical support, solutions engineering, or a similar customer-facing technical role.
• Deep experience with SaaS platforms, APIs, databases, scripting (Python/Shell), cloud services (AWS, Azure), or networking.
• Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure.
• Strong understanding of web technologies, integrations, or system architecture.
• Experience with ticketing systems (e.g., Zendesk, Jira) and knowledge bases.
• Excellent verbal and written communication skills with a customer-first mindset.
• Ability to prioritize user requests effectively and manage expectations.
• Ability to balance attention to detail with expeditious execution in a fast-paced environment.
• Passion for driving exceptional customer experience and learning new technologies.
• Fluent in English, with self-motivation and proactivity.

Responsibilities

• Respond to complex inbound technical service requests via phone and email per day with customers.
• Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure.
• Reproduce issues, perform root cause analysis, and coordinate with engineering on fixes and feature requests.
• Create and maintain internal runbooks, FAQs, and technical documentation.
• Lead incident response or participate in on-call rotation for critical issues.
• Identify support trends and collaborate with Product & Engineering on long-term solutions.
• Log issues and status updates accurately in the internal tracking system.
• Understand client objectives and apply expertise to resolve issues and ensure customer success.
• Support multiple cloud and hardware solutions and related platforms.
• Contribute to service desk process improvements and cross-department collaboration.
• Handle requests from resellers and stay updated on new features and platform enhancements.
• Triages to internal and external teams to push for timely resolutions within SLAs.

Skills

Technical support

SaaS platforms

APIs

Databases

Scripting (Python)

Cloud services

Networking

Troubleshooting

Communication skills

Customer-first

English fluency

Linux basics

Problem solving

Education

High school diploma

Secondary degree preferred

Tools

Zendesk

Jira

Confluence

Docker

Kubernetes

MySQL

MSSQL

PostgreSQL

Apache

IIS

RESTful APIs

JSON

OAuth

DNS

HTTP/HTTPS

Linux

Job description

Job Description:

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description:

About Ingram Micro

Ingram Micro powers the global IT ecosystem—connecting technology vendors, partners, and businesses to unlock the full promise of innovation. With operations reaching over 90% of the world’s population and our digital platform, Ingram Micro Xvantage™, we enable smarter, faster, and more scalable ways to do business. Together, Let’s shape tomorrow by driving technology forward and creating real impact across the globe.

Join Unified Support at Ingram Micro and help keep global technology running smoothly through collaboration, problem‑solving, and real customer impact.

We are looking for a Professional TechnicalSupportEngineer to join our high-performing support team and provide expert-leveltechnicalassistance to our customers. In this role, you will serve as a trusted advisor, solving complex product issues, and contributing to continuous product and process improvement. You will be deeply embedded in our product ecosystem, collaborating acrossengineering, product, and customer-facing teams to ensure a top notch customer experience.

Key Responsibilities:

Responding to complex inboundTechnicalservice requests over the phone and email per day directly with customers.

• Diagnose, troubleshoot, and resolvetechnicalproblems across software, APIs, integrations, and infrastructure.
• Reproduce issues, conduct root cause analysis, and work closely withengineering on bug fixes and feature requests
• Create and maintain internal runbooks, FAQs, andtechnicaldocumentation
• Lead incident response or participate in on-call rotation for critical issues
• Identify support trends and partner with Product &Engineering on long-term solutions
• Accurately and efficiently log all issues and status updates in our internal tracking system.
• Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success.
• Supporting multiple cloud and hardware solutions
• Contributing to the development of service desk processes and procedures.
• Interacts closely with various departments and vendors to provide timely resolution on issues.
• Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert, and providing diagnoses and issue resolution on our Platform.
• Triaging to internal and external teams, pushing for resolution within SLO’s by being the Customer advocate withEngineering, Development and 3rd party Vendor teams

* Note: This is not a complete list of tasks.

Knowledge, Skills, and Experience

• 4–7+ years intechnicalsupport, solutionsengineering, or a similar customer-facingtechnicalrole
• Deep experience with relevant stack: SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), or networking
• Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure
• Strong understanding of web technologies, integrations, or system architecture
• Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases
• Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills; with a customer-first mindset.
• Ability to prioritize user requests effectively and manage user expectations.
• Ability to balance attention to detail with expeditious execution in a fast-paced environment working.
• Passion for driving exceptional customer experience.
• Ability to work through ambiguity and thrive in a rapidly changing business environment.
• Strong analytical and problem-solving skills.
• High school diploma (or equivalent) required. Secondary degree preferred.
• Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL
• Strong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP
• Basic understanding or experience working on Linux environments
• General understanding of technologies on Apis webservice: JSON, REST, OAuth,..
• Flexibility working some weekendsand later hours to help fulfill a 24x7 business
• Passion for providing exemplary customer service, strong customer focus
• Eager to learn new technologies
• Good verbal and written professional communication, fluent in English.
• Self-motivated and proactive in performing duties
• Attention to detail

Nice to have. Exposure to:

• ITIL certification
• Microsoft Azure certification
• Hands-on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP
• Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP Knowledge of SQL
• Exposure to virtualization and orchestration technologies such as Docker
• and Kubernetes
• Experience with JIRA and Confluence

Other Information:

Work Schedule: Graveyard Shift (US)

Hybrid Setup - 10x a month RTO

* This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all these duties.

Requirements: