Senior Technical Support Engineer - 24x7 Cloud & API Expert

Ingram Micro Philippines BPO LLC; Manila; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

Ingram Micro Philippines BPO LLC is seeking a Senior Technical Support Engineer to join our high-performing support team, delivering expert‑level technical assistance to customers. You will be deeply embedded in our product ecosystem, collaborating across engineering, product, and customer‑facing teams to ensure a top notch customer experience.

You will diagnose, troubleshoot, and resolve complex product issues, reproduce root causes, and contribute to continuous product and process improvement.

Qualifications

• 4–7+ years in technical support or similar customer-facing technical role.
• Deep experience with SaaS platforms, APIs, databases, scripting, cloud services (AWS, Azure), or networking.
• Proven troubleshooting skills with ability to think critically and communicate clearly 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 skills, customer-first mindset.
• Ability to prioritize user requests and manage expectations.
• Attention to detail and ability to work in a fast-paced, ambiguous environment.
• Fluent in English.

Responsibilities

• Respond to complex inbound technical service requests by phone and email.
• Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure.
• Reproduce issues, perform root cause analysis, and collaborate with engineering on fixes.
• Create and maintain internal runbooks, FAQs, and technical documentation.
• Lead incident response or participate in on-call rotation for critical issues.
• Log all issues and updates in internal tracking system with clarity.
• Support multiple cloud and hardware solutions.
• Triaging to internal/external teams to drive issue resolution within SLOs.

Skills

Technical support

SaaS platforms

APIs

Databases

Scripting (Python)

Cloud: AWS/Azure

Networking

Zendesk/Jira

Education

High school diploma

Secondary degree preferred

Tools

Zendesk

Jira

Confluence

MySQL

MSSQL

PostgreSQL

Apache

IIS

Docker

Kubernetes

Job description

Ingram Micro Philippines BPO LLC is seeking a Senior Technical Support Engineer to join our high-performing support team, delivering expert‑level technical assistance to customers. You will be deeply embedded in our product ecosystem, collaborating across engineering, product, and customer‑facing teams to ensure a top notch customer experience.

You will diagnose, troubleshoot, and resolve complex product issues, reproduce root causes, and contribute to continuous product and process improvement.