Senior Technical Support Engineer - Cloud & API Expertise

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

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