Technical Support Engineer (API, Customer Support, Database, Scripting, CRM)

Ingram Micro Philippines BPO LLC; Philippines; On-site; PHP 700,000 - 1,100,000; Full time

Benefits offered by this job

Hybrid work arrangement

Night shift schedule

Job summary

Ingram Micro Philippines BPO LLC is seeking a Professional Technical Support Engineer to provide expert-level billing technical assistance to customers. You will troubleshoot complex billing and invoice issues, collaborate with engineering, and contribute to product and process improvements.

You will work with unified support teams, across SaaS platforms, databases, and cloud services, ensuring timely customer success while supporting a 24x7 business with flexible hours.

Qualifications

• 4–7+ years in technical support, solutions engineering, or similar customer-facing technical role.
• Strong troubleshooting skills and written/oral communication under pressure.
• Experience with SaaS platforms, APIs, databases, scripting and cloud services.
• Familiarity with ticketing systems (Zendesk, Jira) and knowledge bases.
• English fluency with customer-first mindset; ability to handle multiple tasks.

Responsibilities

• Respond to complex technical service requests via phone and email with customers daily.
• Diagnose, troubleshoot, and resolve issues across software, APIs, integrations, and infrastructure.
• Reproduce issues, perform root cause analysis, and coordinate with engineering on fixes.
• Maintain runbooks, FAQs, and technical documentation for the team.
• Lead incident response or participate in on-call rotations for critical issues.
• Collaborate with Product & Engineering on trends and long-term improvements.

Skills

Customer focus

Troubleshooting

Critical thinking

Communication skills

SLA adherence

Incident management

On-call rotation

Problem solving

Attention to detail

English fluency

Education

High school diploma or equivalent

Tools

Zendesk

Jira

MySQL

PostgreSQL

MSSQL

Apache

IIS

Python

Shell

Linux

REST

JSON

OAuth

AWS

Azure

Docker

Kubernetes

Job description

Accelerate your career. Join the organization that's driving the world's technology and shape the future.

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 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!

We are looking for a Professional Technical Support Engineer to join our high-performing support team and provide expert-level billing technical assistance to our customers. In this role, you will serve as a trusted advisor, solving complex billing and invoice product issues, and contributing to continuous product and process improvement.

About Ingram Micro

Ingram Micro powers the global IT ecosystem—connecting technology vendors, partners, and businesses to unlock the full promise of innovation. With operations reaching over 90% of the world’s population and our digital platform, Ingram Micro Xvantage™, we enable smarter, faster, and more scalable ways to do business. Together, Let’s shape tomorrowby driving technology forward and creating real impact across the globe.

Join Unified Support at Ingram Micro and help keep global technology running smoothly through collaboration, problem‑solving, and real customer impact.

We are looking for a TechnicalSupportEngineerto join our high-performing support team and provide expert-leveltechnicalassistance 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 will be deeply embedded in our product ecosystem, collaborating acrossengineering, product, and customer-facing teams to ensure a top‑notch customer experience.

Key Responsibilities

• Responding to complex inboundtechnicalservice requests over the phone and email per day directly with customers.
• Diagnose, troubleshoot, and resolve technicalproblems across software, APIs, integrations, and infrastructure.
• Reproduce issues, conduct root cause analysis, and work closely withengineering on bug fixes and feature requests
• Create and maintain internal runbooks, FAQs, and technicaldocumentation
• Lead incident response or participate in on‑call rotation for critical issues
• Identify support trends and partner with Product & Engineering on long‑term solutions
• Accurately and efficiently log all issues and status updates in our internal tracking system.
• Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success.
• Supporting multiple cloud and hardware solutions
• Contributing to the development of service desk processes and procedures.
• Interacts closely with various departments and vendors to provide timely resolution on issues.
• Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert, and providing diagnoses and issue resolution on our Platform.
• Triaging to internal and external teams, pushing for resolution within SLO’s by being the Customer advocate with Engineering, Development and 3rd party Vendor teams

* Note: This is not a complete list of tasks.

Knowledge, Skills, and Experience

• 4–7+ years intechnicalsupport, solutionsengineering, or a similar customer‑facingtechnicalrole
• Deep experience with relevant stack: SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), networking and CRM
• Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure
• Strong understanding of web technologies, integrations, or system architecture
• Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases
• Must have excellent verbal and written communication skills, as well as excellent analytical and problem‑solving skills; with a customer‑first mindset.
• Ability to prioritize user requests effectively and manage user expectations.
• Ability to balance attention to detail with expeditious execution in a fast‑paced environment working.
• Passion for driving exceptional customer experience.
• Ability to work through ambiguity and thrive in a rapidly changing business environment.
• Strong analytical and problem‑solving skills.
• High school diploma (or equivalent) required. Secondary degree preferred.
• Experience working with Webservers and Databases – Apache, IIS, MySQL, MSSQL and PostgreSQL
• Strong knowledge of Application Protocols – DNS, HTTP, HTTPS (SSL), FTP
• Basic understanding or experience working on Linux environments
• General understanding of technologies on Apis webservice: JSON, REST, OAuth,..
• Flexibility working some weekendsand later hours to help fulfill a 24x7 business
• Passion for providing exemplary customer service, strong customer focus
• Eager to learn new technologies
• Good verbal and written professional communication, fluent in English.
• Self‑motivated and proactive in performing duties
• Attention to detail

* This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all these duties.

Nice to have. Exposure to:

• ITIL certification
• Microsoft Azure certification
• Hands‑on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP
• Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP Knowledge of SQL
• Exposure to virtualization and orchestration technologies such as Docker and Kubernetes
• Experience with JIRA and Confluence

Work Setup

Hybrid - 10x a month RTO

Night Shift Schedule