Senior Manager, AWS Technical Support

Ingram Micro • Toronto, ON

1d • CA$150,000 - CA$165,000 • Hybrid

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 Ingram Micro has earned Great Place to Work Certification™ for 2025-2026 in Canada! This prestigious recognition reflects our commitment to our people and our culture. 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 a hybrid role based in our Mississauga, ON office with the opportunity to work 3 days onsite and 2 days remotely. Role: The Senior Manager of AWS Technical Support leads a team of high-performing technical support professionals delivering world-class support to mid-tier and enterprise customers leveraging Amazon Web Services (AWS). This role is accountable for driving operational excellence, enhancing customer satisfaction, and developing scalable, future-ready support strategies aligned with AWS best practices. The ideal candidate combines deep technical expertise in cloud technologies with proven leadership experience managing large-scale support organizations. Additionally, this leader is responsible for evolving the AWS PLS support model by integrating AI-enabled, knowledge-driven, and self-service capabilities to improve customer experience, operational efficiency, and support scalability. This role partners closely with AWS and internal Product, Engineering, DevOps/SRE, and Customer Experience teams to improve product execution, optimize break/fix workflows, and continuously enhance support outcomes, including ticket deflection, MTTR reduction, platform reliability, and digital adoption.

Requirements

• Bachelors degree in Engineering, IT, Data Science or equivalent.
• 10+ years of experience in technical support, cloud operations, or IT services.
• Must have 5-7 years of experience leading technical support teams.
• Strong expertise across AWS services (EC2, S3, RDS, VPC, Lambda, etc.)
• Experience managing enterprise-level support operations and escalations.
• Proven track record of driving operational excellence, scalability, and performance improvements.
• Demonstrates strategic leadership and execution with a strong customer-centric and data-driven approach.
• Exhibits strong communication and executive presence while driving operational excellence, continuous improvement, and leading through change and innovation.

Nice To Haves

• Experience implementing AI-enabled support tools and automation is preferred.
• Demonstrated success driving cross-functional improvements with Product and Engineering teams is preferred.
• Experience with Knowledge-Centered Service (KCS) or similar frameworks is preferred.
• AWS certifications (Solutions Architect, DevOps Engineer, or equivalent) is a strong asset.

Responsibilities

• Lead, mentor, and develop a team of technical support managers and engineers supporting AWS workloads.
• Foster a high-performance culture centered on customer obsession, accountability, and continuous improvement.
• Manage workforce planning, hiring, onboarding, and ongoing professional development
• Define clear goals, KPIs, and career development pathways.
• Drive the evolution of AWS PLS support through AI-powered capabilities, including: Agent copilots, Conversational AI/chat experiences, Automated diagnostics, Intelligent case routing
• Identify and execute opportunities to automate repetitive workflows and reduce support demand through AI and self-service solutions.
• Own and continuously improve the end-to-end customer support experience across the Xvantage platform and AWS ecosystem.
• Act as the Voice of the Customer by leveraging telemetry, insights, and feedback to identify systemic issues.
• Partner with AWS and internal stakeholders to drive resolution of product and experience gaps.
• Analyze and optimize key customer workflows across AWS services (compute, storage, networking, databases, etc.).
• Oversee escalation management, ensuring rapid and effective resolution of critical issues.
• Drive improvements to the digital support journey and inquiry workflows.
• Implement and mature a Knowledge-Centered Service (KCS) framework.
• Develop scalable knowledge assets including: Knowledge base articles, Troubleshooting guides, AI-powered support content
• Enable both customers and agents to resolve issues faster through knowledge reuse and self-service.
• Capture and analyze customer insights from: Support interactions, AI chat sessions, Knowledge usage data
• Identify patterns and trends to influence product and platform improvements.
• Establish dashboards and reporting frameworks for: Ticket deflection, MTTR (Mean Time to Resolution), Platform reliability, Knowledge reuse, Customer satisfaction (CSAT), Digital adoption
• Define and track key operational metrics including SLA compliance, resolution time, backlog health, and quality.
• Drive continuous improvements in efficiency, scalability, and service delivery.
• Provide strategic direction on AWS support capabilities and emerging technologies.
• Partner with Product and Engineering to influence roadmap and service improvements.
• Champion automation, tooling, and DevOps/cloud-native practices within support operations.
• Collaborate cross-functionally with AWS account teams, Product, Engineering, Sales, and Customer Experience.
• Align support operations with broader business goals and customer success strategies.
• Present operational insights, trends, and performance reviews to senior leadership.
• Ensure effective triaging, resourcing, and skill alignment across the AWS PLS program.
• Maintain high service standards and ensure all performance metrics and program expectations are consistently met or exceeded.
• Position support as a key differentiator for the business.

Benefits

• flexible Healthcare, Dental, Vision, well-being benefits and perks, critical illness, disability coverage, mental health support, paid time off, RRSP Matching and much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Senior