Manager, Customer & Technical Support

Ingram Micro Mexico; Ciudad de México; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Ingram Micro Mexico is seeking a hands-on Technical Engineering Manager to lead a team of cloud engineers focused on troubleshooting, performance optimization, and operational excellence.

You will drive automation, mentor staff, and partner with Product, Engineering, and SRE to align support with platform goals while ensuring security and governance standards are met.

Formación

• 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 ability to think critically under pressure.
• Strong understanding of web technologies, integrations, or system architecture.

Responsabilidades

• Lead a team of platform support specialists and Azure-focused engineers.
• Define and monitor KPIs such as MTTR, ticket volume, and CSAT.
• 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.
• Provide regular performance reviews and skill development planning.
• Coordinate with global support teams to share best practices.
• Represent the support function in strategic planning and roadmaps.
• Capture knowledge using KCS practices and encourage reuse.

Conocimientos

Leadership

Cloud engineering

Customer experience

Stakeholder management

Performance optimization

Automation

Azure knowledge

Team coaching

Troubleshooting

Communication

SaaS platforms

Ticketing systems (Zendesk/Jira)

Educación

Four-year college degree or equivalent

Herramientas

Zendesk

Jira

Descripción del empleo

It's fun to work in a company where people truly BELIEVE in what they're doing! Job Description: We’re seeking a hands‑on Technical Engineering Manager to lead a team of cloud engineers focused on troubleshooting, performance optimization, and operational excellence. This role blends strategic leadership with technical depth—ideal for someone who thrives in fast‑paced environments and enjoys solving complex challenges.

Your role:

• Team Management
• Manage and coach a team of platform support specialists and Microsoft technical specialists while fostering a culture focused on customer experience, knowledge sharing, and operational excellence
• Foster a culture of accountability, learning, and continuous improvement
• Conduct regular performance reviews and skill development planning
• Operational Excellence
• Define and monitor KPIs such as MTTR, ticket volume, and CSAT
• Drive automation of diagnostics and resolution workflows using Azure‑native tools
• Ensure compliance with security, privacy, and governance standards
• Continuously evaluate support workflows and identify opportunities for automation, improved documentation, and operational efficiencies
• Customer Experience
• Identify recurring customer experience issues
• Support the adoption of AI‑enabled support tools including conversational AI chat, guided troubleshooting, and automated diagnostics
• Cross‑Functional Collaboration
• Partner with Product, Engineering, and SRE teams to align support with platform goals
• Coordinate with global support teams to share best practices and insights
• Represent the support function in strategic planning and roadmap discussions
• Ensure knowledge is captured and maintained through KCS practices and encourage knowledge reuse across the support organization.
• Technical Leadership
• Lead a team that troubleshoots internal platforms and engines, and resolves Azure‑related incidents, outages, and performance issues
• Serve as escalation point for high‑impact customer vendor issues across networking, storage, compute, and identity
• Ability to work with customer base via phone and email for escalations or day to handling
• Stakeholder Engagement
• Present weekly insights, trends, and recommendations to leadership
• Advocate for customer‑centric solutions and proactive support strategies

What you bring to the role:

• 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 clearly under pressure
• Strong understanding of web technologies, integrations, or system architecture
• Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases
• Flexibility working some weekends and later hours to help fulfil a 24x7 business

LET´S SHAPE TOMORROW

With us, you’ll make technology happen in surprising ways. It’ll be a fun journey!

Learn more at http://careers.ingrammicro.com

It’s no surprise that technology powers the planet. But what might surprise you is that Ingram Micro has the ability to reach more than 90% of the global population. By joining us, you make Ingram Micro’s contribution a reality: helping businesses grow, supporting industries from healthcare to education with their technology, or even connecting the world.

What’s in it for you?

Well, we take great care of our people, everyone is made to feel welcome, and opportunities to grow apply to all. But the prospect of shaping the future through technology is something you’re unlikely to find anywhere else.

Let’s shape tomorrow.