Sr Technical Engineer - Billing Support

ingrammicro; Taguig; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Ingram Micro is seeking a Technical Billing Support Engineer to join our high-performing team. You will provide expert-level technical assistance to customers, resolve complex product issues, and contribute to ongoing product and process improvements.

You will work across engineering, product, and customer-facing teams to ensure top-notch service, manage incidents and events, and help minimize downtime while maintaining strong communication with clients worldwide.

Qualifications

• Bachelor's Degree in Computer Science or equivalent.
• 4+ years of experience in a technical role.
• Knowledgeable with SaaS platforms and Azure services.

Responsibilities

• Handle support requests, provide level-2 diagnoses and resolution.
• Coordinate with Engineering, Development and Vendor teams to resolve issues within OLAs.
• Monitor systems and handle events, proactive incident management.
• Respond to alerts within 5 minutes during working hours (Event Management).
• Lead service outages/ performance degradation responses to restore service quickly (Incident Management).
• Document, publish and maintain knowledgebase articles to improve efficiency.
• Maintain strong customer focus and deliver exemplary service within SLAs.
• Drive high-priority cases to closure with vendors to minimize MTTR.

Skills

SaaS platforms

Azure

Troubleshooting

Customer service

Education

Bachelor's Degree in Computer Science

Tools

Azure storage

Office 365

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing!

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 Come join our team where you'll make technology happen in surprising ways. Let's shape tomorrow - it'll be a fun journey!

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 platfor