Senior Manager, AWS Technical Support

Its fun to work in a company where people truly BELIEVE in what theyre doing!

Job Description:

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

Ingram Micro has earned Great PlacetoWork Certification for 2025-2026 in Canada! This prestigious recognition reflects our commitment to our people and our culture.

Come join our team where youll make technology happen in surprising ways. Lets shape tomorrow - itll 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.

Responsibilities:

Leadership & Team Management:

• 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.

AI-Enabled Support Transformation:

• 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.

End-to-End Customer Experience Ownership:

• 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.

Customer Journey Optimization:

• 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.

Knowledge-Centered Service (KCS) & Self-Service:

• 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.

Voice of Customer & Insights

• Capture and analyze customer insights from:
• Support interactions
• AI chat sessions
• Knowledge usage data
• Identify patterns and trends to influence product and platform improvements.

Data-Driven Support Operations:

• 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.

Technical Strategy & Enablement:

• 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.

Stakeholder Collaboration:

• 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.

Customer Stewardship:

• 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.

Key Success Metrics:

• Ticket deflection and self-service adoption
• MTTR and resolution quality
• Customer satisfaction (CSAT/NPS)
• Digital platform adoption
• Knowledge reuse and KCS maturity

What you bring to the role:

• 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.
• 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.

The typical base pay range for this role across Canada is $150000 -165000 CAD per year. The ranges above reflect the potential annual starting base pay across all of Canada for all roles. Individual base pay within each range depends on various factors including work location complexity and responsibility of role job duties/requirements and relevant experience and skills. This role is for an existing vacancy and will not use AI for screening applicants. At Ingram Micro certain roles are eligible for additional rewards including merit increases annual bonuses or sales incentives. These awards are allocated based on a position level and individual performance. Canadian associates have access to flexible Healthcare Dental Vision well-being benefits and perks critical illness disability coverage mental health support paid time off RRSP Matching and much more!

Equal Opportunity Statement

As a diverse and inclusive organization we encourage individual achievement and recognize the strength of a diverse workforce. Ingram Micro Canada is proud to be an equal opportunity employer. We consider qualified applicants without regard to race color religion gender national origin age disability veteran status marital status pregnancy sex gender expression or identity sexual orientation citizenship or any other legally protected class. Accommodations for job applicants are available on request please contact us by sending an email to. This email box is designed to assist with accommodations through the hiring process. Emails sent for non-accommodation-related inquiries such as following up on an application will not receive a your email please provide contact details and preferred contact method and describe the accommodation so we can work with you to assist.

Ingram Micros Commitment to ESG (Environment Social & Governance)

Ingram Micro is a values-driven organization and our commitment to ESG performance is a statement about who we are and our desire to make a difference each day through the way we do business. Through our IngramMicroESG program we establish policies programs and practices to achieve continuous improvement on the Environmental Social and Governance areas that are most significant to our stakeholders. Learn more about our ESG initiatives and read our ESG reports here Ingram Micro ESG.