Professional, Technical Support (Technical Engineer)

Ingram Micro, Inc.; Philippines; Hybrid; PHP 900,000 - 1,800,000; Full time

Benefits offered by this job

Hybrid work setup

Job summary

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

The candidate will troubleshoot across software, APIs, and infrastructure, perform root cause analysis, and participate in on-call incident management while maintaining

Qualifications

• 5+ years of experience in software engineering, technical support or application development.
• Experience with distributed systems and web-based applications.
• Experience working in agile environments.
• Experience troubleshooting SaaS cloud solutions.
• Strong SQL and database knowledge (MySQL, MSSQL, PostgreSQL, IIS, Apache).
• Familiarity with ITIL processes: Incident, Problem, Change, RCA.
• Excellent communication and a customer-first mindset.
• Ability to operate in fast-paced, global environments.

Responsibilities

• 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.

Skills

Distributed systems

Web applications

APIs

SaaS cloud

SQL databases

ITIL

Communication

On-call support

Global environment

Incident management

Tools

Datadog

Zabbix

Azure Monitor

CloudWatch

Terraform

CloudFormation

Docker

Kubernetes

SAP FICO

Microsoft 365 Entra ID

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.