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

Ingram Micro, Inc.; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Ingram Micro is seeking a Professional Technical Support Engineer to join Unified Support. You will provide expert-level assistance, diagnose complex product issues, and collaborate with engineering and product teams to ensure a top-notch customer experience.

The role requires 4–7+ years in technical support, strong knowledge of SaaS, APIs, databases, and cloud services, and excellent communication skills. Occasional weekend and extended hours may be needed to support a 24x7 business.

Qualifications

• 4-7+ years in technical support 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 and ability to communicate under pressure
• Strong understanding of web technologies, integrations, or system architecture
• Experience with ticketing systems (Zendesk, Jira) and knowledge bases
• Excellent verbal and written communication; customer-first mindset
• Ability to prioritize user requests and manage expectations
• Attention to detail and ability to work in a fast-paced environment
• Fluent in English; weekend/late hours as needed
• High school diploma required; secondary degree preferred

Responsibilities

• Respond to complex inbound technical service requests via phone and email.
• Diagnose, troubleshoot, and resolve problems across software, APIs, integrations, and infrastructure.
• Reproduce issues, perform root cause analysis, and coordinate with engineering on fixes.
• Create and maintain internal runbooks, FAQs, and technical docs.
• Lead incident response or participate in on-call rotation for critical issues.
• Identify support trends and work with Product & Engineering on long-term solutions.
• Log issues and status updates accurately in internal tracking system.
• Understand client objectives and apply expertise to timely resolutions.
• Support multiple cloud and hardware solutions.
• Contribute to service desk process improvements and procedures.
• Interact with various departments and vendors for timely resolutions.
• Handle reseller requests and stay updated on new features; provide diagnoses and resolutions.
• Triaging to internal/external teams and advocating for resolution within SLAs

Skills

Technical support

Troubleshooting

Customer service

Communication

Web technologies

APIs

SaaS platforms

Cloud services

Networking

Problem solving

Education

High school diploma

Bachelor's degree preferred

Tools

Zendesk

Jira

MySQL

PostgreSQL

MSSQL

Apache

IIS

Job description

Ingram Micro is seeking a Professional Technical Support Engineer to join Unified Support. You will provide expert-level assistance, diagnose complex product issues, and collaborate with engineering and product teams to ensure a top-notch customer experience.

The role requires 4–7+ years in technical support, strong knowledge of SaaS, APIs, databases, and cloud services, and excellent communication skills. Occasional weekend and extended hours may be needed to support a 24x7 business.