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, DevOps/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.

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
- 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 DevOps/cloud-native practices within support operations.

Stakeholder Collaboration:

- 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.
- Position support as a key differentiator for the business.

Key Success Metrics: <

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