Senior Technical Support Engineer: Cloud & SaaS

ingrammicro; Philippines; Hybrid; PHP 900,000 - 1,300,000; Full time

Job summary

Ingram Micro powers the global IT ecosystem, delivering scalable software solutions and reliable platform services. A Senior Technical Support Engineer is sought to support our cloud and ERP-enabled environment and collaborate across teams to ensure high availability and performance.

The role emphasizes deep technical expertise, ownership, and strong customer focus, with on-call responsibilities and a hybrid work setup. Excellent communication across regions is required.

Qualifications

• 5+ years of experience in software engineering, technical support or application development.
• Strong experience with distributed systems and web-based applications.
• Experience working in agile and cross-functional environments.
• Experience troubleshooting SaaS-based cloud solutions.
• Solid understanding of SQL and database concepts, including experience with Apache, IIS, MySQL, MSSQL, and PostgreSQL.
• Strong troubleshooting ability across APIs and cloud services.
• Solid understanding of ITIL processes: Incident, Problem, Change, RCA.
• Exceptional communication skills and a customer-first mindset.
• Ability to operate effectively in fast-paced, global, high-pressure 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

Agile environments

API troubleshooting

SQL databases

Cloud troubleshooting

ITIL processes

Customer oriented

High-pressure work

Tools

Datadog

Zabbix

Azure Monitor

CloudWatch

Terraform

CloudFormation

Docker

Kubernetes

SAP BRIM

SAP FICO

PowerShell

Python

Job description

Ingram Micro powers the global IT ecosystem, delivering scalable software solutions and reliable platform services. A Senior Technical Support Engineer is sought to support our cloud and ERP-enabled environment and collaborate across teams to ensure high availability and performance.

The role emphasizes deep technical expertise, ownership, and strong customer focus, with on-call responsibilities and a hybrid work setup. Excellent communication across regions is required.