Technical Support Engineer — Cloud & API Incidents

Ingram Micro; Philippines; Hybrid; PHP 700,000 - 1,000,000; Full time

Job summary

Ingram Micro Philippines is seeking a Professional Technical Support Engineer to join our high-performing support team. You will serve as a trusted advisor, solving complex product issues and collaborating with engineering, product, and customer-facing teams to ensure a top-notch customer experience.

The role requires 4–7+ years in technical support, strong knowledge of SaaS platforms, APIs, cloud services, and Windows/Linux environments, and excellent communication skills.

Qualifications

• 4–7+ years in technical support, solutions engineering, or a similar customer‑facing technical role.
• Deep experience with relevant stack: SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), or networking.
• 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, with a customer‑first mindset.
• Ability to prioritize user requests effectively and manage user expectations.

Responsibilities

• Respond to complex inbound Technical service requests over the phone and email per day directly with customers.
• Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure.
• Reproduce issues, conduct root cause analysis, and work closely with engineering on bug fixes and feature requests
• Create and maintain internal runbooks, FAQs, and technical documentation
• 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
• Triaging to internal and external teams, pushing for resolution within SLOs by being the Customer advocate with Engineering, Development and 3rd party Vendor teams
• Note: This is not a complete list of tasks.

Skills

Technical support

SaaS platforms

APIs

Cloud services

Python scripting

Scripting

Zendesk/Jira

Web technologies

Analytical skills

English fluency

Customer focus

Education

High school diploma

Secondary degree preferred

Tools

Jira

Zendesk

Confluence

Job description

Ingram Micro Philippines is seeking a Professional Technical Support Engineer to join our high-performing support team. You will serve as a trusted advisor, solving complex product issues and collaborating with engineering, product, and customer-facing teams to ensure a top-notch customer experience.

The role requires 4–7+ years in technical support, strong knowledge of SaaS platforms, APIs, cloud services, and Windows/Linux environments, and excellent communication skills.