Manager, Customer & Technical Support

Ingram Micro; Estado 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

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