Technical Support Engineer - Hybrid & Graveyard Shift, Global Impact

Ingram Micro Philippines BPO LLC

Manila

Hybrid

PHP 600,000 - 800,000

Full time

5 days ago

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Job summary

Ingram Micro Philippines provides global IT solutions and services. We are seeking a Professional Technical Support Engineer to join our Unified Support team and deliver expert‑level technical assistance to customers.

You will collaborate with engineering, product, and customer‑facing teams to resolve complex issues, develop runbooks, and contribute to service improvements, ensuring top‑notch customer experience in a fast‑paced environment.

Qualifications

4–7+ years in technical support, solutions engineering, or a similar customer‑facing technical role.
Deep experience with 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 with ticketing systems (e.g., Zendesk, Jira) and knowledge bases.
Excellent verbal and written communication skills with a customer‑first mindset.
Ability to prioritize user requests and balance attention to detail with expeditious execution.

Responsibilities

Respond to complex inbound Technical service requests over phone and email.
Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure.
Reproduce issues, perform root cause analysis, and coordinate with Engineering on 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.