Senior Technical Support Engineer – Cloud & API Expert

Ingram Micro Philippines BPO LLC

Pateros

On-site

PHP 558,000 - 893,000

Full time

4 days ago

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Job summary

Ingram Micro Philippines BPO LLC is seeking a Senior Technical Support Engineer to provide expert-level technical assistance across software, APIs, and infrastructure. You will be deeply embedded in the product ecosystem, collaborating with engineering, product, and customer-facing teams to ensure a top-notch experience.

The role requires 4–7+ years in technical support, strong troubleshooting, and excellent communication.

Qualifications

4–7+ years in technical support or a similar customer-facing role.
Experience with SaaS platforms, APIs, databases, and scripting.
Strong troubleshooting skills and ability to work under pressure.
Good understanding of web technologies, integrations, or system architecture.
Experience with ticketing systems (Zendesk, Jira) and knowledge bases.
Excellent verbal and written communication and a customer-first mindset.
Ability to prioritize requests and manage expectations.
Experience with Linux environments and web services (DNS, HTTP/HTTPS).
Familiarity with JSON, REST, OAuth; weekend/after-hours support.
Eager to learn new technologies; proactive and detail-oriented.
Fluency in English.

Responsibilities

Respond to complex inbound service requests by phone and email.
Diagnose, troubleshoot, and resolve technical problems across software, APIs, and infrastructure.
Reproduce issues, perform root cause analysis, and coordinate with engineering.
Create and maintain runbooks, FAQs, and technical documentation.
Lead incident response or participate in on-call rotation.
Identify support trends and work with Product & Engineering on solutions.
Log issues accurately in internal tracking system.
Understand client objectives to resolve issues and ensure success.
Support multiple cloud and hardware solutions.
Contribute to service desk processes and procedures.
Collaborate with departments and vendors for timely resolution.
Handle reseller requests; stay updated on features and be SME.
Triaging to internal/external teams to push for resolution within SLOs.