Manager, Azure Technical Support
About The Position
Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com Come join our team where you'll make technology happen in surprising ways. Let's shape tomorrow - it'll be a fun journey! This position is located in our Buffalo-NY office with opportunity to be on a hybrid schedule and a few days remote per week. We're seeking a hands-on Manager, Azure Technical Support with deep expertise in Microsoft Azure to lead a team of cloud engineers focused on troubleshooting, performance optimization, and operational excellence. This role blends strategic leadership with technical depth—ideal for someone who thrives in fast-paced environments and enjoys solving complex challenges.
Requirements
- High school diploma (or equivalent) required. Secondary degree preferred.
- 5+ years of experience in cloud engineering or technical support, with a focus on Azure
- 3+ years in a management role
- Azure certification
- Strong troubleshooting skills across Azure services (VMs, Networking, Storage, Identity, etc.)
- Proficiency in Azure CLI, PowerShell, and diagnostic tools (e.g., Azure Monitor, Log Analytics)
- Experience managing technical teams and driving operational excellence
- Excellent communication and stakeholder management skills
- Flexibility working some weekends and later hours to help fulfil a 24x7 business
- Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check.
Nice To Haves
- Azure certifications (e.g., AZ-104, AZ-305, AZ-500) strongly preferred
- 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
- Experience working with Webservers and Databases - Apache, IIS, MySQL, MSSQL and PostgreSQL
- Strong knowledge of Application Protocols - DNS, HTTP, HTTPS (SSL), FTP
- Basic understanding or experience working on Linux environments
- General understanding of technologies on Apis webservice: JSON, REST, OAuth,..
Responsibilities
- Team Management Mentor and manage a team of cloud engineers, support specialists, and Azure support engineers
- Foster a culture of accountability, learning, and continuous improvement
- Conduct regular performance reviews and skill development planning
- Operational Excellence Define and monitor KPIs such as MTTR, ticket volume, and CSAT
- Drive automation of diagnostics and resolution workflows using Azure-native tools
- Ensure compliance with security, privacy, and governance standards
- Cross-Functional Collaboration Partner with Product, Engineering, and SRE teams to align support with platform goals
- Coordinate with global support teams to share best practices and insights
- Represent the support function in strategic planning and roadmap discussions
- Technical Leadership Lead a team that troubleshoots and resolves Azure-related incidents, outages, and performance issues
- Serve as escalation point for high-impact customer Azure issues across networking, storage, compute, and identity
- Ability to work with customer base via phone and email for escalations or day to handling
- Stakeholder Engagement Present weekly insights, trends, and recommendations to leadership
- Advocate for customer-centric solutions and proactive support strategies
Benefits
- U.S.-based employees have access to healthcare benefits, paid time off, parental leave, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
