Ingram Micro, a leading technology company, is hiring a Senior Manager of AWS Technical Support. The role is based in Mississauga, ON and operates on a hybrid schedule: three days onsite and two days remote.

Leadership & Team Management: Lead, mentor, and develop a team of technical support managers and engineers supporting AWS workloads. Foster a high-performance culture centered on customer obsession, accountability, and continuous improvement. Manage workforce planning, hiring, onboarding, and ongoing career development.

AI-Enabled Support Transformation: Drive the evolution of AWS PLS support through AI-powered capabilities such as agent copilots, conversational AI/chat, automated diagnostics, and intelligent case routing. Identify and execute opportunities to automate repetitive workflows and reduce support demand through AI and self-service solutions. End-to-End Customer Experience Ownership: Own and continuously improve the end-to-end customer support experience across the Xvantage platform and AWS ecosystem.

Act as the Voice of the Customer by leveraging telemetry, insights, and feedback to identify systemic issues. Partner with AWS and internal stakeholders to drive resolution of product and experience gaps.

Customer Journey Optimization: Analyze and optimize key customer workflows across AWS services (compute, storage, networking, databases, etc.). Oversee escalation management, ensuring rapid and effective resolution of critical issues. Drive improvements to the digital support journey and inquiry workflows.

Develop scalable knowledge assets including knowledge base articles, troubleshooting guides, and AI-powered support content.



Enable both customers and agents to resolve issues faster through knowledge reuse and self-service.

Voice of Customer & Insights: Capture and analyze customer insights from support interactions, AI chat sessions, and knowledge usage data. Data-Driven Support Operations: Establish dashboards and reporting frameworks for ticket deflection, MTTR, platform reliability, knowledge reuse, customer satisfaction (CSAT), and digital adoption. Define and track key operational metrics including SLA compliance, resolution time, backlog health, and quality.

Drive continuous improvements in efficiency, scalability, and service delivery.

Technical Strategy & Enablement: Provide strategic direction on AWS support capabilities and emerging technologies. Champion automation, tooling, and DevOps/cloud-native practices within support operations. Collaborate cross-functionally with AWS account teams, Product, Engineering, Sales, and Customer Experience. Align support operations with broader business goals and customer success strategies. Present operational insights, trends, and performance reviews to senior leadership.

Customer Stewardship: Ensure effective triaging, resourcing, and skill alignment across the AWS PLS program. Maintain high service standards and ensure all performance metrics and program expectations are consistently met or exceeded. MTTR and resolution quality.





Customer satisfaction (CSAT/NPS). Digital platform adoption. Bachelor’s degree in Engineering, IT, Data Science, or equivalent. ~10+ years of experience in technical support, cloud operations, or IT services. ~5-7 years of experience leading technical support teams. ~ Strong expertise across AWS services (EC2, S3, RDS, VPC, Lambda, etc.). ~ Experience managing enterprise-level support operations and escalations. ~ Proven track record of driving operational excellence, scalability, and performance improvements. ~ Strategic leadership and execution with a customer-centric and data-driven approach. ~ Experience implementing AI-enabled support tools and automation. ~ Preferred: AWS certifications (Solutions Architect, DevOps Engineer, or equivalent).

The typical base pay range for this role across Canada is $150,000 – $165,000 CAD per year. In addition to base salary, the role may be eligible for merit increases, annual bonuses, or sales incentives. Canadian associates enjoy flexible healthcare, dental, vision, wellness benefits, critical illness, disability coverage, mental health support, paid time off, RRSP matching, and more.

We 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 are available upon request.

Ingram

Micro is committed to environmental, social, and governance initiatives. Our ESG policy focuses on continuous improvement across these areas.

📌 Senior Manager, AWS Technical Support (Toronto)
🏢 Ingram Micro
📍 Toronto