Senior Manager, AWS Technical Support

Ingram Micro; Toronto; Hybrid; CAD 150,000 - 165,000; Full time

Benefits offered by this job

Flexible healthcare benefits

Annual bonuses

Paid time off

RRSP matching

Job summary

Ingram Micro, a leading technology company in Toronto, is hiring a Senior Manager of AWS Technical Support to lead a team of technical support managers and engineers. This role operates on a hybrid schedule, requiring 3 days onsite and 2 days remote.

The successful candidate will have extensive experience in technical support, particularly within AWS services. Responsibilities include driving operational excellence and managing customer-centric strategies. The position promises competitive compensation, including bonuses and flexible benefits.

Qualifications

• 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 such as EC2, S3, RDS.

Responsibilities

• Lead and develop a team of technical support managers and engineers.
• Drive the evolution of AWS PLS support through AI-powered capabilities.
• Own and improve the overall customer support experience.

Skills

Leadership

Customer-centric approach

Data-driven decision making

AWS Services expertise

Technical support management

Education

Bachelor’s degree in Engineering, IT, Data Science or equivalent

Job description

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, leading through change and innovation.
• Preferred: Experience implementing AI-enabled support tools and automation.
• Preferred: Demonstrated success driving cross-functional improvements with Product and Engineering teams.
• Preferred: Experience with Knowledge-Centered Service (KCS) or similar frameworks.
• Preferred: AWS certifications (Solutions Architect, DevOps Engineer, or equivalent).

Compensation & Benefits

The typical base pay range for this role across Canada is $150,000 – $165,000 CAD per year. Pay is determined by factors such as location, complexity, responsibilities, and experience. In addition to base salary, the role may be eligible for merit increases, annual bonuses, or sales incentives. Canadian associates enjoy flexible healthcare, dental, vision, wellness benefits, critical illness, disability coverage, mental health support, paid time off, RRSP matching, and more.

Equal Opportunity Statement

Ingram Micro Canada is an equal‑opportunity employer and welcomes applicants of all backgrounds. 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 are available upon request. Please contact [e-mail] for assistance.

Commitment to ESG

Ingram Micro is committed to environmental, social, and governance initiatives. Our ESG policy focuses on continuous improvement across these areas. Learn more about our ESG program and reports at the provided link.