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. The role acts as a trusted technical advisor, resolving complex product and platform issues and working with Engineering, Product Management and vendor teams to improve the customer experience. The position is based in Taguig City, Philippines, on a night-shift schedule with 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, perform root cause analysis and collaborate with Engineering on bug investigations and feature requests.
• Document customer interactions and case updates in the ticketing system.
• Maintain technical documentation, knowledge base articles, FAQs and troubleshooting guides.
• Identify recurring issues and support trends and recommend improvements with Product and Engineering.
• Act as a subject matter expert on the Ingram Micro Xvantage platform and coordinate with vendors to meet 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.
• Ability to work shifts, including evenings, weekends and holidays.

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 (SSL), FTP.
• REST APIs, JSON, OAuth; scripting in Python, Shell or PowerShell is an advantage.
• Excellent English communication and strong problem-solving skills.