Senior Technical Support Engineer — Cloud & SaaS

Ingram Micro; Manila; Hybrid; PHP 1,004,000 - 1,674,000; Full time

Job summary

Ingram Micro is seeking a Senior Technical Support Engineer to support scalable software solutions across our platform ecosystem. This role combines deep technical expertise with ownership, resolving complex system issues, and partnering cross-functionally to deliver reliable applications.

Hybrid work setup in Manila, Graveyard Shift, 5+ years in software engineering or technical support, and strong SQL and cloud troubleshooting skills are ideal for this position.

Qualifications

• Minimum 5+ years in software engineering, technical support, or app development.
• Strong experience with distributed systems and web apps.
• Experience in agile and cross-functional environments.
• Experience troubleshooting SaaS-based cloud solutions.
• Solid SQL and database knowledge (MySQL, MSSQL, PostgreSQL).
• Understanding ITIL: Incident, Problem, Change, RCA.
• Excellent communication and customer-first mindset.
• Able 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, and incident resolution.
• Participate in on-call support and critical incident management.
• Maintain technical documentation, runbooks, and knowledge artifacts.
• Create/runbooks and knowledge articles for internal use.
• Know ITIL processes and software lifecycle practices.

Skills

5+ years experience

Distributed systems

SaaS cloud solutions

APIs & cloud services

SQL & databases (MySQL MSSQL PostgreSQ

ITIL processes

Excellent communication

Global high-pressure environments

Tools

Datadog

Zabbix

Azure Monitor

CloudWatch

Docker

Kubernetes

Job description

Ingram Micro is seeking a Senior Technical Support Engineer to support scalable software solutions across our platform ecosystem. This role combines deep technical expertise with ownership, resolving complex system issues, and partnering cross-functionally to deliver reliable applications.

Hybrid work setup in Manila, Graveyard Shift, 5+ years in software engineering or technical support, and strong SQL and cloud troubleshooting skills are ideal for this position.