{"id":1727420,"url":"https://alion.io/job/ingram-micro-manager-customer-technical-support","title":"Manager, Customer & Technical Support","company":{"id":653,"name":"Ingram Micro","domain":"ingrammicro.com","url":"https://alion.io/company/ingram-micro","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mexico City, Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":34000,"max_usd":89000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":419},"experience_years_min":6,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Azure","optional":false},{"name":"Jira","optional":false}],"status":"live","first_seen_at":"2026-08-20T00:00:00Z","employer_posted_date":"2026-08-20","last_verified_at":"2026-10-05T01:34:20Z","board_verified":true,"closed_at":null,"days_open":46,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":46},"description":"It's fun to work in a company where people truly BELIEVE in what they're doing!\nJob Description:\nWe’re seeking a hands-on Technical Engineering Manager to lead a team of cloud engineers focused on troubleshooting, performance optimization, and operational excellence. This role blends strategic leadership with technical depth-ideal for someone who thrives in fast-paced environments and enjoys solving complex challenges.\nYour role:\nTeam Management\nManage 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\nFoster a culture of accountability, learning, and continuous improvement\nConduct regular performance reviews and skill development planning\nOperational Excellence\nDefine and monitor KPIs such as MTTR, ticket volume, and CSAT\nDrive automation of diagnostics and resolution workflows using Azure-native tools\nEnsure compliance with security, privacy, and governance standards\nContinuously evaluate support workflows and identify opportunities for automation, improved documentation, and operational efficiencies\nCustomer Experience\nIdentify recurring customer experience issues\nSupport the adoption of AI-enabled support tools including conversational AI chat, guided troubleshooting, and automated diagnostics\nCross-Functional Collaboration\nPartner with Product, Engineering, and SRE teams to align support with platform goals\nCoordinate with global support teams to share best practices and insights\nRepresent the support function in strategic planning and roadmap discussions\nEnsure knowledge is captured and maintained through KCS practices and encourage knowledge reuse across the support organization.\nTechnical Leadership\nLead a team that troubleshoots internal platforms and engines, and resolves Azure-related incidents, outages, and performance issues\nServe as escalation point for high-impact customer vendor issues across networking, storage, compute, and identity\nAbility to work with customer base via phone and email for escalations or day to handling\nStakeholder Engagement\nPresent weekly insights, trends, and recommendations to leadership\nAdvocate for customer-centric solutions and proactive support strategies\nWhat you bring to the role:\nFour-year college degree or equivalent combination of education and experience required\n5+ years of experience in cloud engineering or technical support\n6+ years in a leadership or management role\nExperience managing technical teams and driving operational excellence\nExcellent communication and stakeholder management skills\nExperience supporting SaaS platforms, digital commerce systems, or enterprise applications.\nFamiliarity with AI-enabled support tools and knowledge management practices preferred.\nProven troubleshooting skills with the ability to think critically and communicate clearly under pressure \nStrong understanding of web technologies, integrations, or system architecture \nExperience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases \nFlexibility working some weekends and later hours to help fulfil a 24x7 business\nLET´S SHAPE TOMORROW","description_format":"text","description_chars":3181,"description_truncated":false,"requirements":{"experience_years_min":6,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Resellers & VARs","Electronic Components Distribution"],"lifecycle":[{"event":"open","at":"2026-10-02T22:35:41Z"}],"visa":[],"liveness":{"score":26,"band":"fade","label":"Fading","p_open":1,"p_active":0.716,"p_room":0.36,"age_days":45,"expected_fill_days":30,"reasons":["conf:1","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-04T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/ingram-micro-manager-customer-technical-support","json_url":"https://alion.io/job/ingram-micro-manager-customer-technical-support.json","meta":{"generated_at":"2026-10-05T02:47:23Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3836,"day_limit":5000,"remaining_today":1164,"minute_limit":60,"resets_at":"2026-10-06T00:00:00Z"}}}