Tech Support Engineer - SQL, APIs & Cloud (AWS/Azure)

Ingram Micro

Manila

Hybrid

PHP 600,000 - 1,200,000

Full time

2 days ago

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Job summary

Ingram Micro is seeking a Professional Technical Support Engineer to join Unified Support. You will provide expert-level technical assistance, solving complex product issues and collaborating across engineering, product, and customer-facing teams.

You will respond to complex inbound requests, troubleshoot across software, APIs, and infrastructure, and help maintain runbooks and knowledge bases to improve customer experiences. A graveyard shift in US time zones is noted, with hybrid setup.

Qualifications

4–7+ years in technical support, solutions engineering, or a similar customer-facing technical role.
Deep experience with SaaS platforms, APIs, databases, scripting (Python/Shell), cloud services (AWS, Azure), or networking.
Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure.
Strong understanding of web technologies, integrations, or system architecture.
Experience with ticketing systems (e.g., Zendesk, Jira) and knowledge bases.
Excellent verbal and written communication skills with a customer-first mindset.
Ability to prioritize user requests effectively and manage expectations.
Ability to balance attention to detail with expeditious execution in a fast-paced environment.
Passion for driving exceptional customer experience and learning new technologies.
Fluent in English, with self-motivation and proactivity.

Responsibilities

Respond to complex inbound technical service requests via phone and email per day with customers.
Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure.
Reproduce issues, perform root cause analysis, and coordinate with engineering on fixes and feature requests.
Create and maintain internal runbooks, FAQs, and technical documentation.
Lead incident response or participate in on-call rotation for critical issues.
Identify support trends and collaborate with Product & Engineering on long-term solutions.
Log issues and status updates accurately in the internal tracking system.
Understand client objectives and apply expertise to resolve issues and ensure customer success.
Support multiple cloud and hardware solutions and related platforms.
Contribute to service desk process improvements and cross-department collaboration.
Handle requests from resellers and stay updated on new features and platform enhancements.
Triages to internal and external teams to push for timely resolutions within SLAs.