Senior Technical Support Engineer - Cloud & API Expert

Ingram Micro

Manila

On-site

PHP 600,000 - 900,000

Full time

3 days ago

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Job summary

Ingram Micro Manila is seeking a Senior Technical Support Engineer to join Unified Support. You will provide expert-level technical assistance to customers, diagnose complex issues across software, APIs, integrations, and infrastructure, and work closely with engineering for bug fixes and feature requests.

You’ll contribute to internal runbooks, incident response, and service improvements while staying current with new features.

Qualifications

4–7+ years in technical support or similar customer-facing technical role.
Deep experience with SaaS platforms, APIs, databases, and cloud services.
Strong troubleshooting, analytical, and written/verbal communication skills.
Experience with web technologies and system architectures.
Proficient with ticketing systems and knowledge bases.
Fluent in English; customer-first mindset; ability to work under pressure.

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 for fixes.
Create and maintain runbooks, FAQs, and technical documentation.
Lead incident response or participate in on-call rotations for critical issues.
Identify trends and collaborate with Product & Engineering on long-term solutions.
Log all issues and updates precisely in the tracking system.
Support multiple cloud and hardware solutions and assist resellers as needed.