Senior Technical Support Engineer II Lead Complex Solutions

Ingram Micro Philippines BPO LLC; Manila; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Ingram Micro Philippines BPO LLC is seeking a seasoned technical support professional to deliver high-quality hotline assistance. You will research and communicate recurring issues, coordinate RMAs, and escalate complex problems to engineers as needed.

The role requires a four-year degree and at least five years of relevant experience, including three years in a similar function. You will work with product documentation and support teams, sometimes on-site to resolve intricate solutions.

Qualifications

• Four year college degree or equivalent relevant experience.
• Minimum 5 years of functional experience including at least 3 years in a similar role.
• Experience in engineering support and product documentation.
• Ability to lead projects and coach junior staff.

Responsibilities

• Provide multi-level hot-line technical support to customers.
• Coordinate Return Material Authorization (RMA) processes.
• Develop tests and diagnostic procedures for support teams.
• Lead and mentor junior staff and collaborate with engineers.

Skills

Technical support

Escalation management

Customer service

Leadership / mentoring

Education

Four year college degree

Job description

Ingram Micro Philippines BPO LLC is seeking a seasoned technical support professional to deliver high-quality hotline assistance. You will research and communicate recurring issues, coordinate RMAs, and escalate complex problems to engineers as needed.

The role requires a four-year degree and at least five years of relevant experience, including three years in a similar function. You will work with product documentation and support teams, sometimes on-site to resolve intricate solutions.