Cloud Support Engineering Manager

Ingram Micro, Inc.; Ciudad de México; On-site; MXN 1,000,000 - 1,600,000; Full time

Job summary

Ingram Micro, Inc. in Mexico City seeks a hands-on Technical Engineering Manager to lead a cloud engineering team focused on troubleshooting, performance optimization, and operational excellence in a fast-paced SaaS environment.

You will drive KPIs, automation with Azure-native tools, and partner with Product, Engineering and SRE to align support with platform goals while prioritizing customer experience.

Qualifications

• Four-year college degree or equivalent combination of education and experience.
• 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 (e.g., Zendesk, Jira) and knowledge bases.

Responsibilities

• Lead and coach a team of platform support and Microsoft specialists to deliver exceptional customer experience.
• Define and monitor KPIs (MTTR, ticket volume, CSAT) and drive operational excellence.
• Drive automation of diagnostics and resolution workflows using Azure-native tools.
• Ensure compliance with security, privacy, and governance standards.
• Collaborate with Product, Engineering, and SRE teams to align support with platform goals.
• Represent the support function in strategic planning and roadmap discussions.
• Provide weekly insights and recommendations to leadership.

Skills

Cloud engineering

Technical leadership

Troubleshooting

Performance optimization

Automation

Communication

Stakeholder management

Knowledge management

SaaS platforms

AI-enabled support tools

Education

Four-year degree or equivalent

Tools

Zendesk

Jira

Azure tooling

Job description

Ingram Micro, Inc. in Mexico City seeks a hands-on Technical Engineering Manager to lead a cloud engineering team focused on troubleshooting, performance optimization, and operational excellence in a fast-paced SaaS environment.

You will drive KPIs, automation with Azure-native tools, and partner with Product, Engineering and SRE to align support with platform goals while prioritizing customer experience.