Professional, Technical Support (Technical Engineer)

Ingram Micro Philippines BPO LLC; Manila; Hybrid; PHP 900,000 - 1,200,000; Full time

Job summary

Ingram Micro Philippines BPO LLC is seeking a Senior Technical Support Engineer to support scalable software solutions across our platform ecosystem. This role combines deep technical expertise with strong ownership, resolving complex system issues, and partnering cross-functionally to deliver reliable, high-performing applications.

The position involves on-call support in a hybrid setup, requiring collaboration across global teams, robust communication skills, and a proactive approach to

Qualifications

• 5+ years in software engineering, technical support, or app development.
• Strong experience with distributed, web-based applications.
• Knowledge of ITIL processes: Incident, Problem, Change, RCA.

Responsibilities

• Troubleshoot and resolve complex issues across software, APIs, and infrastructure.
• Perform root cause analysis and drive defect resolution.
• Collaborate with cross-functional teams to deliver new features.
• Ensure system reliability and performance optimization.
• Participate in on-call support and incident management.
• Maintain runbooks and technical documentation.

Skills

5+ years experience

Distributed systems

SaaS troubleshooting

SQL databases

ITIL knowledge

Cloud services

Scripting PowerShell/Python

Docker Kubernetes

Tools

Datadog

Zabbix

Azure Monitor

CloudWatch

Terraform

CloudFormation

Docker

Kubernetes

Azure

AWS

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.

About the Team

Our Unified Support team sits at the heart of this mission—ensuring technology runs seamlessly for customers worldwide. Through deep technical expertise, cross-functional collaboration, and a relentless focus on customer success, we solve complex challenges across cloud and ERP-integrated environments while improving reliability, performance, and customer satisfaction.

The Role: Senior Technical Support Engineer

We are seeking a Senior Technical Support Engineer to support scalable, high-quality software solutions across our platform ecosystem. This role combines deep technical expertise with strong ownership, resolving complex system issues, and partnering cross-functionally to deliver reliable, high-performing applications.

What you’ll do:

• Troubleshoot and resolve complex technical issues across software, APIs, and infrastructure
• Perform root cause analysis and drive defect resolution and product improvements
• Collaborate with cross-functional teams to deliver new features and enhancements
• Ensure system reliability, performance optimization, and incident resolution
• Participate in on‑call support and critical incident management
• Maintain technical documentation, runbooks, and knowledge artifacts
• Create and maintain internal runbooks, FAQs, and technical documentation
• Well versed with support processes of Incident management /Change Management/ Request Management and Problem Management
• Knowledge of Software Application Lifecycle processes such as defect tracking, automated build, requirements management, version control, continuous integration and code development best practices.
• Resolve customer issues directly through phone, chat, and ticket‑based support channels.

What You Bring

• 5+ years of experience in software engineering, technical support or application development
• Strong experience with distributed systems and web‑based applications
• Experience working in agile and cross‑functional environments
• Experience troubleshooting SaaS‑based cloud solutions
• Solid understanding of SQL and database concepts, including experience with Apache, IIS, MySQL, MSSQL, and PostgreSQL
• Strong troubleshooting ability across APIs and cloud services
• Solid understanding of ITIL processes: Incident, Problem, Change, RCA
• Exceptional communication skills and a customer‑first mindset
• Ability to operate effectively in fast‑paced, global, high‑pressure environments
• Nice‑to‑have specializations: Scripting skills in PowerShell and/or Python (Bash a plus)
• Experience with monitoring tools (Datadog, Zabbix, Azure Monitor, CloudWatch)
• SAP BRIM (FICA, CI) or SAP FICO experience
• Infrastructure as Code (Terraform, CloudFormation)
• Container technologies (Docker, Kubernetes)
• Azure/AWS certifications
• ITIL certification (Foundation or higher)
• Microsoft 365 and Entra ID enterprise experience
• Cloud cost optimization experience
• Native or Fluent in Multiple Languages: Spanish, German, Portugues, Italian, French, English

Work Setup

Hybrid (10x a month RTO)

Work Schedule

Graveyard Shift

Why Join Ingram Micro?

At Ingram Micro, you’ll have the opportunity to grow your career at global scale, working with cutting‑edge technologies and diverse teams across regions. We are committed to your development, value inclusion, and empower you to make an impact. Here, your expertise helps shape resilient, future‑ready platforms that power businesses worldwide. With us, you’ll make technology happen in surprising ways. It’ll be a fun journey!

What’s in it for you?

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. 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.

Learn more

Learn more at http://careers.ingrammicro.com