Senior Manager, AWS Technical Support

About the Role

Ingram Micro, a leading technology company, is hiring a Senior Manager of AWS Technical Support. The role is based in Mississauga, ON and operates on a hybrid schedule: three days onsite and two days remote.

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 such as agent copilots, conversational AI/chat, automated diagnostics, and 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, and 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, and 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, platform reliability, knowledge reuse, customer satisfaction (CSAT), and 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.

Qualifications

• Bachelor’s degree in Engineering, IT, Data Science, or equivalent.
• 10+ years of experience in technical support, cloud operations, or IT services.
• 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.
• Strategic leadership and execution with a customer-centric and data-driven approach.
• Excellent communication and executive presence