Sr Technical Engineer - Billing Support

Ingram Micro Philippines BPO LLC; Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Ingram Micro Philippines BPO LLC is seeking a Technical Billing Support Engineer to join our global support team. You will provide expert-level technical assistance, act as a trusted advisor, and collaborate across engineering and product teams to resolve complex product issues and improve processes.

You must be a quick learner with strong problem-solving skills and excellent verbal and written communication to ensure a top-notch customer experience.

Qualifications

• Bachelor's degree in Computer Science or equivalent.

Responsibilities

• Provide level two diagnoses and issue resolution for customer requests.
• Triages to internal and external teams to resolve issues within OLAs.
• Monitor systems and handle events, including incident management.

Skills

Technical Troubleshooting

Azure Cloud

SaaS knowledge

SLA Management

Office 365

Zendesk

Education

Bachelor's degree in Computer Science

Tools

Zendesk

SAP

SQL

Azure

Docker/Kubernetes

Confluence/JIRA

Job description

Company Overview

Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at http://www.ingrammicro.com

Job Information

Ingram Micro is looking for a Technical Billing Support Engineer to join our high-performing support team and provide expert-level technical assistance to our customers. In this role, you will serve as a trusted advisor, solving complex product issues and contributing to continuous product and process improvement. You’ll be deeply embedded in our product ecosystem, collaborating across engineering, product, and customer-facing teams to ensure a top-notch customer experience. You must be a quick learner and love challenging yourself to constantly raise the bar. This opportunity requires strong problem-solving skills, an aptitude for team collaboration and open communication to improve and optimize applications and processes used to support, monitor and maintain critical systems in order to minimize downtime. You'll work with a diverse and multi-cultural team that spans cultures, continents, and time zones to serve our global customer base. You'll be a part of a culture that emphasizes trust, open communication, and continuous learning.

Key Job Functions/Requirements

• Handling support requests from customers, by staying on top of new features and enhancements and being subject matter expert, and providing level two diagnoses and issue resolution
• Triaging to internal and external teams, pushing for resolution within OLAs by being the Customer advocate with Engineering, Development, Vendor teams
• Monitoring systems and handling events, proactive
• Recognizing and acknowledging alerts, responding to alerts or emergency issues within 5 minutes during working hours (Event Management)
• Act as a first responder to service outages and performance degradation by moderating conference calls and engaging triage teams to restore service in the shortest time possible (Incident Management)
• Document, publish and maintain knowledgebase articles to help optimize the workforce
• Passion for providing exemplary customer service, strong customer focus
• Established and productive professional individual contributor. Works independently with general supervision. Problems faced are difficult and may be complex. May influence others within the job area through explanation of facts, policies and practices.
• Works on moderate to complex projects. Uses company standard policies and procedures to resolve a variety of issues
• Exercises judgment within defined procedures and practices to determine appropriate action. Receives moderate level of guidance. Work is reviewed for soundness of judgment and overall accuracy
• Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills
• Familiarity with Azure storage solutions, backup and recovery strategies, S2S VPN, and familiarity with other Azure services
• Strong troubleshooting and problem-solving skills, with the ability to diagnose and resolve complex technical issues
• Implementing security measures: Applying security best practices to Azure Virtual Desktop settings, such as multi-factor authentication, encryption, and network security measures, to defend against unauthorized access and data breaches
• Monitoring and troubleshooting entails maintaining peak performance and finding and fixing any issues that develop
• Assisting partners with technical difficulties connected to Azure and providing documentation, such as user guides and knowledge base articles, to facilitate self-service troubleshooting and user training
• Attain high level of customer satisfaction within the defined SLAs
• Engage the client closely to drive long running/high priority cases by removing blockers, advocating these cases to vendors, and driving a successful closure to the issues with minimal MTTR
• Strong knowledge of Microsoft Office 365
• Passion for driving exceptional customer experience
• Previous experience troubleshooting and debugging SaaS cloud solutions is an asset
• Ability to work through ambiguity and thrive in a rapidly changing business environment
• Eager to learn new technologies
• Self-motivated and proactive in performing duties

Education

• Bachelor’s Degree in Computer Science or equivalent

Minimum Experience

• 4+ years

Specialized Knowledge & Skills

• Knowledgeable with: SaaS platforms and Cloud Services (i.e. MS Azure, AWS, GCP)
• Knowledge of CSS, HTML, and related technologies
• Knowledgeable in Agile Management Tools (i.e. Confluence, JIRA)
• Strong knowledge of Web Services and Serialization (i.e. XML, JSON, SOAP, REST)
• Hands-on experience with Zendesk
• Experience with SAP
• Experience with SQL and database concepts
• Experience working with Webservers and Databases, Apache, IIS, MySQL, MSSQL and PostgreSQL
• Working with Monitoring tools (e.g. Zabbix, Datadog, Monitis)
• Strong knowledge of Application, Protocols: DNS, HTTP, HTTPS (SSL), FTP
• Understanding of and experience working on Linux or Windows environments

Additional Knowledge & Skills

• Knowledge of or certification in: ITIL
• Knowledge of or certification in: Microsoft Azure, GCP, or AWS
• Hands-on experience with Cloud platforms such as Microsoft Azure
• Programming/scripting experience at least some of the following: Bash, Python, PowerShell, PHP
• Knowledge of SQL
• Exposure to virtualization and orchestration technologies such as Docker and Kubernetes
• Multi-languages: Preferred but not mandatory: Spanish, French, Portuguese, German, or Italian is a plus

Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.

It’s no surprise that technology powers the planet. But what might surprise you is that Ingram Micro has the ability to reach more than 90% of the global population. By joining us, you make Ingram Micro’s contribution a reality: helping businesses grow, supporting industries from healthcare to education with their technology, or even connecting the world.

What’s in it for you? Well, we take great care of our people, everyone is made to feel welcome, and opportunities to grow apply to all. But the prospect of shaping the future through technology is something you’re unlikely to find anywhere else.

With us, you’ll make technology happen in surprising ways. It’ll be a fun journey! Let’s shape tomorrow.