Senior Tech Support Engineer — 24x7 On-Call

Ingram Micro Inc.; Hinoba-an; On-site; PHP 600,000 - 900,000; Full time

Job summary

Ingram Micro is seeking a Senior Technical Support Engineer to join our Unified Support team in the Philippines. You will provide expert-level support for complex product issues, collaborating with engineering and product teams to deliver a top-notch customer experience.

The role requires 4–7+ years in technical support, strong knowledge of SaaS, APIs, databases, and cloud services, and excellent communication in English.

Qualifications

• 4–7+ years in technical support or similar customer-facing technical role.
• Deep experience with SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure).
• Proven troubleshooting skills and clear communication under pressure.
• Strong understanding of web technologies, integrations, or system architecture.
• Experience with ticketing systems (Zendesk, Jira) and knowledge bases.
• Excellent verbal and written communication, customer-first mindset.

Responsibilities

• Respond to complex inbound technical service requests via phone and email.
• Diagnose, troubleshoot, and resolve issues across software, APIs, integrations, and infrastructure.
• Reproduce issues, perform root-cause analysis, and coordinate with engineering on fixes.
• Create and maintain internal runbooks and technical documentation.
• Lead incident response or participate in on-call rotation for critical issues.
• Log issues and updates in the tracking system; understand client objectives and impact.

Skills

Technical support

SaaS platforms

APIs

Troubleshooting

Web technologies

Zendesk

Jira

English communication

Education

High school diploma

Secondary degree preferred

Tools

Zendesk

Jira

Confluence

MySQL

PostgreSQL

Job description

Ingram Micro is seeking a Senior Technical Support Engineer to join our Unified Support team in the Philippines. You will provide expert-level support for complex product issues, collaborating with engineering and product teams to deliver a top-notch customer experience.

The role requires 4–7+ years in technical support, strong knowledge of SaaS, APIs, databases, and cloud services, and excellent communication in English.