Technical Support Engineer - Cloud & API Expert (Hybrid)

Ingram Micro Philippines BPO LLC; Philippines; Hybrid; 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

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.