Technical Support Engineer - API, DBs & Order Management

Ingram Micro; Taguig; Hybrid; PHP 600,000 - 820,000; Full time

Job summary

Ingram Micro is seeking a Professional Technical Billing Support Engineer to join our high-performing team. You will resolve complex billing and invoice issues, act as a trusted advisor, and help improve products and processes.

You’ll work with Engineering, Product, Vendor teams, and other stakeholders to deliver outstanding customer experiences. You'll respond to requests via phone, email, and portals, diagnose issues across software/APIs, document steps, and contribute to knowledge bases.

Qualifications

• 2–4 years of experience in Technical Support, Application Support, Solutions Engineering, SaaS Support, or a similar customer-facing technical role.
• Experience supporting SaaS platforms, APIs, cloud applications, or enterprise software solutions.
• Experience working with ticketing systems such as Zendesk, Jira, or similar platforms.

Responsibilities

• Respond to complex technical support requests via phone, email, and portals.
• Diagnose, troubleshoot, and resolve issues involving software, cloud platforms, APIs, integrations, and infrastructure.
• Reproduce issues, perform root cause analysis, and collaborate with Engineering on bugs and feature requests.
• Document customer interactions and troubleshooting steps in the ticketing system.
• Create or update technical documentation and knowledge base articles.
• Identify recurring issues and provide recommendations for long-term improvements with Product/Engineering teams.
• Understand customers' business objectives and provide timely, effective technical solutions.
• Support multiple cloud and hardware solutions across the Ingram Micro portfolio.
• Contribute to ongoing improvement of support processes, documentation, and procedures.
• Coordinate with Engineering and third-party vendors to ensure issues are resolved within SLAs.

Skills

Troubleshooting

APIs

Cloud platforms

MySQL

PostgreSQL

Linux basics

REST/JSON

Python scripting

Web technologies

Education

Bachelor's Degree in Computer Science, Information Technology, Engineering, or a related discipline

Tools

Zendesk

Jira

Job description

Ingram Micro is seeking a Professional Technical Billing Support Engineer to join our high-performing team. You will resolve complex billing and invoice issues, act as a trusted advisor, and help improve products and processes.

You’ll work with Engineering, Product, Vendor teams, and other stakeholders to deliver outstanding customer experiences. You'll respond to requests via phone, email, and portals, diagnose issues across software/APIs, document steps, and contribute to knowledge bases.