Sr AWS Technical Support Engineer

Ingram Micro; Mississauga; On-site; CAD 110,000 - 130,000; Full time

Benefits offered by this job

Healthcare

Dental

Vision

Well‑being programs

Critical illness coverage

Disability coverage

Mental health support

Paid time off

RRSP matching

Annual bonuses

Job summary

Ingram Micro Canada is seeking a Senior AWS Support Engineer to join our global support team. You will be the go‑to expert for escalated AWS issues, mentoring frontline engineers and driving improvements to reduce escalations and improve first‑time resolution.

You will troubleshoot complex AWS issues across EC2, S3, IAM, VPC, Lambda, and more, while enhancing support workflows and documenting best practices. This role offers cross‑functional collaboration and on‑call rotation.

Qualifications

• Bachelor’s degree or equivalent in Information Technology or Computer Science.
• 8+ years in technical support, service‑desk, or customer‑facing IT roles.
• 4+ years hands‑on experience supporting AWS.
• Experience with cloud computing and infrastructure.
• Strong troubleshooting skills including HTTP/HTTPS, DNS, TCP/IP, Windows & Linux.
• Ability to diagnose, isolate, and resolve network connectivity/performance issues.
• Deep knowledge of AWS services such as EC2, S3, IAM, VPC, CloudWatch, RDS, Lambda, CloudFormation, ELB, Route 53.
• Expertise in resolving issues related to AWS Direct Connect, AWS Site‑to‑Site VPN, route tables, VPC subnetting, NACL/Security Group configurations.
• Ability to identify and understand web‑server performance issues using CloudWatch metrics.
• Strong communication and interpersonal skills.
• Strong problem‑solving, analytical, and organizational skills.
• Customer‑focused mindset with ability to handle escalations effectively.
• One or more valid AWS certifications such as AWS Certified Solutions Architect, SysOps Administrator, or DevOps Engineer.
• Note: This is not a complete listing of duties; you may not perform all listed tasks.

Responsibilities

• Monitor and manage support cases: oversee incoming AWS‑related support issues from frontline agents, ensuring progress and escalation as needed.
• Mentorship: guide and support frontline support engineers, sharing expertise and helping them grow.
• Reduce escalations to AWS (L3): act as the senior technical authority to resolve complex issues internally, minimizing the need to elevate to AWS support.
• Hands‑on troubleshooting: step in to troubleshoot and resolve advanced technical issues across AWS services (EC2, S3, RDS, VPC, Lambda).
• Process improvement: design and implement support workflows and preventive measures to reduce recurring issues and improve first‑time resolution rates.
• Enhance team knowledge: strengthen capabilities through training, documentation, and active knowledge sharing.
• Documentation & best practices: create and maintain technical documentation, SOPs, and knowledge base articles.
• On‑call support: participate in a rotating on‑call schedule for critical issues.
• Skill development: stay current with the latest AWS technologies, best practices, and share knowledge with the team.

Skills

8+ years experience in tech support

4+ years AWS experience

Cloud computing

TCP/IP troubleshooting

AWS services knowledge

Networking skills

Communication skills

AWS certifications

Education

Bachelor’s degree in IT/CS

Job description

Accelerate your career. Join the organization that's driving the world's technology and shape the future. 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.

Role Summary

We are looking for a Senior AWS Support Engineer to join our global support team. Ideal for someone with a strong background in technical support or service desk environments who is ready to take on a more strategic and hands‑on role in managing and resolving complex AWS‑related issues. You will be the go‑to expert for escalated support cases, ensuring that customer issues progress efficiently and effectively, and you’ll help improve our support processes to reduce recurring issues and enhance customer satisfaction.

Responsibilities

• Monitor and manage support cases: oversee incoming AWS‑related support issues from frontline agents, ensuring progress and escalation as needed.
• Mentorship: guide and support frontline support engineers, sharing expertise and helping them grow.
• Reduce escalations to AWS (L3): act as the senior technical authority to resolve complex issues internally, minimizing the need to elevate to AWS support.
• Hands‑on troubleshooting: step in to troubleshoot and resolve advanced technical issues across AWS services (e.g., EC2, S3, RDS, VPC, Lambda).
• Process improvement: design and implement support workflows and preventive measures to reduce recurring issues and improve first‑time resolution rates.
• Enhance team knowledge: strengthen capabilities through training, documentation, and active knowledge sharing.
• Documentation & best practices: create and maintain technical documentation, SOPs, and knowledge base articles.
• On‑call support: participate in a rotating on‑call schedule for critical issues.
• Skill development: stay current with the latest AWS technologies, best practices, and share knowledge with the team.

What you bring to the role

• Bachelor’s degree or equivalent in Information Technology, Computer Science, or related discipline.
• 8+ years in technical support, service‑desk, or customer‑facing IT roles.
• 4+ years of hands‑on experience supporting AWS.
• Experience with cloud computing and infrastructure.
• Strong troubleshooting skills, including HTTP/HTTPS, DNS, TCP/IP, Windows & Linux OS.
• Ability to diagnose, isolate, and resolve network connectivity/performance issues.
• Deep knowledge of AWS services such as EC2, S3, IAM, VPC, CloudWatch, RDS, Lambda, CloudFormation, ELB, and Route 53.
• Expertise in resolving issues related to AWS Direct Connect, AWS Site‑to‑Site VPN, route tables, VPC subnetting, NACL/Security Group configurations.
• Ability to identify and understand web‑server performance issues using CloudWatch metrics.
• Strong communication and interpersonal skills.
• Strong problem‑solving, analytical, and organizational skills.
• Customer‑focused mindset with ability to handle escalations effectively.
• One or more valid AWS certifications such as AWS Certified Solutions Architect, SysOps Administrator, or DevOps Engineer.
• Note: This is not a complete listing of duties; you may not perform all listed tasks.

Typical base pay for this role across Canada is $110,000 – $130,000 CAD per year. Pay within the range depends on location, role complexity, duties, and experience.

Benefits include flexible Healthcare, Dental, Vision, well‑being programs, critical illness, disability coverage, mental health support, paid time off, RRSP matching, and additional rewards such as merit increases and annual bonuses.

Equal Opportunity Statement

Ingram Micro Canada is a diverse and inclusive organization. We are an equal‑opportunity employer and 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 [e-mail] for assistance.

Ingram Micro’s Commitment to ESG

We are a values‑driven organization committed to environmental, social, and governance performance. Our ESG initiatives and reports can be accessed through the IngramMicroESG program.

Please be prepared to pass a drug test and a pre‑employment background check. This role is not a complete list of duties and may evolve over time.