Senior Manager, Technical Support

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™ set us apart. Learn more at www.ingrammicro.com

Ingram Micro has earned Great PlacetoWork Certification™ for 2026-2027 in Canada! This prestigious recognition reflects our commitment to our people and our culture. Ingram Micro Canada has also been recognized on the Canadian 2026 Best Workplaces in Technology list and the Best Workplace for Giving Back.

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 office where your will work 3 days in the office and 2 days remotely.

Role: Lead Ingram Micro's global cloud support operations for AWS Partner-Led Support today, with other vendor lines to follow. When a customer's AWS production environment goes down, our team is who they call. Ingram Micro delivers AWS Partner-Led Support to end customers who buy AWS through our reseller partners, and you'll lead the global team that resolves their toughest issues. You'll lead senior engineers and Technical Account Managers across time zones, and you'll be the technical leader in the room on high-impact escalations: challenging assumptions, unblocking diagnosis and coordinating with customers, resellers and AWS. You'll also shape how we scale support through AI, automation and self-service.

You'll stand out if you can walk us through an AWS incident you personally diagnosed: what you checked, what you ruled out and what fixed it. A distinguished leadership style overseeing a global team ranging from engineers, technical account managers, supervisors, and managers.

Responsibilities:

Lead and grow the team:

• Lead senior engineers and Technical Account Managers across regions: hiring, coaching, performance, capacity planning and handoffs between time zones.
• Build leadership depth, succession and clear growth paths as the service expands to more vendors.

Lead escalations and set the technical bar:

• Provide technical direction for high-impact incidents across AWS compute, storage, networking, identity, operating systems and databases in diverse and end customer environments.
• Guide network troubleshooting across VPCs, subnets, route tables, security groups, network ACLs, DNS, load balancers, VPNs, and hybrid connectivity; distinguish connectivity, configuration, application, and AWS service issues.
• Guide database troubleshooting involving Amazon RDS/Aurora and database engines, including connectivity, query latency, resource bottlenecks, locking, replication, failover, and backup or recovery issues. Require evidence-based diagnosis using logs, metrics, configuration, and relevant diagnostic tools.

Scale the service:

• Introduce AI capabilities: agent copilots, conversational support, automated diagnostics and intelligent case routing.
• Build a knowledge base using Knowledge-Centered Service (KCS) so customers and engineers resolve issues faster.
• Use support data and customer feedback to find recurring issues, and work with AWS, Product and Engineering to fix them at the source.

Run the operation:

• Own the metrics: mean time to resolution (MTTR), SLA compliance, backlog health, quality, customer satisfaction (CSAT) and self-service adoption.
• Present incidents, trends, risks and improvement plans to customer executives, partners and senior leadership.
• Lead cross-functional work with AWS, Product, Engineering, Sales and regional operations, often without direct authority.

What success looks like in your first year:

• Faster, more consistent resolution of customer incidents in every region.
• Escalations to AWS that are evidence-based and resolved sooner.
• AI and self-service tools reducing repeat cases.
• A team with clear standards, growth paths and a strong leadership bench.
• Cross functional handling across hardware/software and vendor lines.
• New vendor lines onboarded to the same operating standard.

What you bring to the role:

• Bachelor's degree in Engineering, IT or a related field, or equivalent experience.
• Minimum 8+ years in technical support, cloud operations or IT services, including substantial hands-on troubleshooting in customers' AWS production environments.
• 3+ years of leading managers, including hiring, performance management and development.
• Experience leading team leads or managers is a strong plus.
• Practical AWS networking knowledge: VPCs, routing, security groups, network ACLs, DNS, load balancing, VPN and hybrid connectivity. You can trace a network path and isolate where it breaks.
• Practical database troubleshooting with Amazon RDS/Aurora and MySQL or PostgreSQL: connectivity, performance, locking, replication, availability and recovery.
• Working knowledge of EC2, S3, IAM, CloudWatch, the AWS CLI and operating-system diagnostics.
• Experience leading teams across time zones and managing critical escalations in an enterprise, multifunctional environment.
• Must be able to communicate clearly and calmly with executives, particularly during high-pressure situations or incidents.
• Support leadership at an AWS partner, managed service provider, distributor or cloud support provider would be a strong asset.
• Multi-vendor technical support experience across cloud, networking or security would be an asset.
• Experience introducing AI support tools, automated diagnostics, KCS or self-service would be an asset.
• AWS certifications in architecture, operations or networking would be an asset.
• *This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all of these duties.

The typical base pay range for this role across Canada is $150,000 -165,000 CAD per year. The ranges above reflect the potential annual starting base pay across all of Canada for all roles. Individual base pay within each range depends on various factors, including work location, complexity and responsibility of role, job duties/requirements, and relevant experience and skills. This role is for an existing vacancy and will not use AI for screening applicants.

At Ingram Micro, certain roles are eligible for additional rewards, including merit increases, annual bonuses, or sales incentives. These awards are allocated based on a position level and individual performance. Canadian associates have access to flexible Healthcare, Dental, Vision, well-being benefits and perks, critical illness, disability coverage, mental health support, paid time off, RRSP Matching and much more!

Equal Opportunity Statement

As a diverse and inclusive organization, we encourage individual achievement and recognize the strength of a diverse workforce. Ingram Micro Canada is proud to be an equal opportunity employer. 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 for job applicants are available on request, please contact us by sending an email to [email protected]. This email box is designed to assist with accommodations through the hiring process. Emails sent for non-accommodation-related inquiries, such as following up on an application, will not receive a response. In your email, please provide contact details, and preferred contact method and describe the accommodation so we can work with you to assist.

Ingram Micro’s Commitment to ESG (Environment, Social & Governance)

Ingram Micro is a values-driven organization and our commitment to ESG performance is a statement about who we are and our desire to make a difference each day through the way we do business. Through our IngramMicroESG program, we establish policies, programs, and practices to achieve continuous improvement on the Environmental, Social and Governance areas that are most significant to our stakeholders. Learn more about our ESG initiatives and read our ESG reports here – Ingram Micro ESG.