Technical Support Engineer (API, MySQL, MSSQL, PostgreSQL, Order Management)

About the role

Ingram Micro is looking for a Professional Technical Support Engineer to join its support team and provide expert technical assistance to customers and partners. You will act as a trusted technical advisor, resolving complex product and platform issues and helping improve products and processes. The role works closely with Engineering, Product Management, vendor teams and other stakeholders, and is based in Taguig City with a night-shift schedule and a hybrid setup of 10 days per month back in the office.

Key responsibilities

• Respond to complex technical support requests by phone, email and support portals.
• Diagnose and resolve issues involving software, cloud platforms, APIs, integrations and infrastructure.
• Reproduce issues, run root cause analysis and work with Engineering on bug investigations and feature requests.
• Document cases in the ticketing system and maintain technical documentation, knowledge base articles and troubleshooting guides.
• Identify recurring issues and trends and recommend improvements with Product and Engineering.
• Act as a subject matter expert on the Ingram Micro Xvantage platform and coordinate with vendors so issues are resolved within service level objectives.

Required profile

• Bachelor's degree in Computer Science, Information Technology, Engineering or a related field, or equivalent education, training and experience.
• 2-4 years of experience in technical support, application support, solutions engineering or SaaS support.
• Experience with ticketing systems such as Zendesk or Jira, and with technical documentation.
• Flexibility to work nights, weekends and holidays as business needs require.

Required skills

• Working knowledge of AWS, Microsoft Azure or similar cloud platforms.
• Web servers and databases such as Apache, IIS, MySQL, Microsoft SQL Server or PostgreSQL.
• Networking basics (DNS, HTTP, HTTPS, FTP) and understanding of REST APIs, JSON and OAuth.
• Basic Linux experience; Python, Shell or PowerShell is an advantage.