Cloud Customer & Technical Support Leader

Ingram Micro; Ciudad de México; Presencial; MXN 780.000 - 1.100.000; Jornada completa

Descripción de la vacante

Ingram Micro in Mexico City seeks a seasoned leader to manage and coach a cross‑functional cloud support team. You will drive operational excellence across platform support and Microsoft specialists, shaping a culture focused on customer experience and knowledge sharing.

Responsibilities include defining KPIs, leading automation efforts, and ensuring security and governance. You will collaborate with Product, Engineering, and SRE, while guiding executives with insights and strategic

Formación

• Four-year college degree or equivalent combination of education and experience required.
• 5+ years of experience in cloud engineering or technical support.
• 6+ years in a leadership or management role.
• Experience managing technical teams and driving operational excellence.
• Excellent communication and stakeholder management skills.
• Experience supporting SaaS platforms, digital commerce systems, or enterprise applications.
• Familiarity with AI-enabled support tools and knowledge management practices preferred.
• Proven troubleshooting skills with the ability to think critically and communicate under pressure.
• Strong understanding of web technologies, integrations, or system architecture.
• Experience working with ticketing systems (Zendesk, Jira) and knowledge bases.

Responsabilidades

• Manage and coach a team of platform support specialists and Microsoft technical specialists.
• Foster a culture of accountability, learning, and continuous improvement.
• Conduct regular performance reviews and skill development planning.

Conocimientos

Cloud engineering

Technical support

Leadership

Stakeholder management

SaaS platforms

AI-enabled tools

Troubleshooting

Web technologies

Ticketing systems

Educación

Bachelor's degree or equivalent

Herramientas

Zendesk

Jira

Descripción del empleo

Ingram Micro in Mexico City seeks a seasoned leader to manage and coach a cross‑functional cloud support team. You will drive operational excellence across platform support and Microsoft specialists, shaping a culture focused on customer experience and knowledge sharing.

Responsibilities include defining KPIs, leading automation efforts, and ensuring security and governance. You will collaborate with Product, Engineering, and SRE, while guiding executives with insights and strategic