Technical Billing & Cloud Support Engineer

ingrammicro

Taguig

On-site

PHP 600,000 - 1,000,000

Full time

4 days ago

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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.