Senior Manager, AWS Technical Support Skip to main content This site uses and sets "cookies" on your computer to help make this website better. You can learn more about these cookies and general information about how to change your cookie settings by clicking here. By continuing to use this site without changing your settings, you are agreeing to our use of cookies.#Senior Manager, AWS Technical Support page is loaded## Senior Manager, AWS Technical Support Applyremote type: Hybridlocations: Toronto, Canadatime type: Full timeposted on: Posted Todayjob requisition id: R- **It's fun to work in a company where people truly BELIEVE in what they're doing!**Job Description: Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage TM set us apart. Learn more at Micro has earned Great Place** **to** **Work Certification****TM** **for in Canada! This prestigious recognition reflects our commitment to our people and our culture.****Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey!****This position is a hybrid role based in our Mississauga, ON office with the chance to work 3 days onsite and 2 days remotely.****Role:** The Senior Manager of AWS Technical Support leads a team of high-performing technical support professionals delivering world-class support to mid-tier and enterprise customers leveraging Amazon Web Services (AWS). This role is accountable for driving operational excellence, enhancing customer satisfaction, and developing scalable, future-ready support strategies aligned with AWS best practices.



The ideal candidate combines deep technical expertise in cloud technologies with proven leadership experience managing large-scale support organizations. Additionally, this leader is responsible for evolving the AWS PLS support model by integrating AI-enabled, knowledge-driven, and self-service capabilities to improve customer experience, operational efficiency, and support scalability. This role partners closely with AWS and internal Product, Engineering, Dev Ops/SRE, and Customer Experience teams to improve product execution, optimize break/fix workflows, and continuously enhance support outcomes, including ticket deflection, MTTR reduction, platform reliability, and digital adoption.**Responsibilities:****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 professional development* Define clear goals, KPIs, and career development pathways.**AI-Enabled Support Transformation:*** Drive the evolution of AWS PLS support through AI-powered capabilities,



including:* Agent copilots* Conversational AI/chat experiences* Automated diagnostics* 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.**Knowledge-Centered Service (KCS) & Self-Service:*** Implement and mature a Knowledge-Centered Service (KCS) framework.* Develop scalable knowledge assets including:* Knowledge base articles* Troubleshooting guides* 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* Knowledge usage data* Identify patterns and trends to influence product and platform improvements.**Data-Driven Support Operations:*** Establish dashboards and reporting frameworks for:* Ticket deflection* MTTR (Mean Time to Resolution)* Platform reliability* Knowledge reuse* Customer satisfaction (CSAT)* 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.* Partner with Product and Engineering to influence roadmap and service improvements.* Champion automation, tooling, and Dev Ops/cloud-native practices within support operations.**Stakeholder Collaboration:*** Collaborate cross-functionally with AWS

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