{"id":2238552,"url":"https://alion.io/job/ingram-micro-senior-manager-aws-technical-support","title":"Senior Manager, AWS 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":{"grade":"B","score":76,"open_postings":61,"ghost_share":0,"stale_share":0.951,"repost_share":0,"time_to_fill_p50_days":26,"computed_at":"2026-10-27T05:46:45Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mississauga, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":150000,"max":165000,"currency":"CAD","period":"year","gross":null,"usd_annual":117090},"salary_estimate":null,"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Amazon EC2","optional":false},{"name":"Amazon S3","optional":false},{"name":"AWS","optional":false},{"name":"AWS Lambda","optional":false}],"status":"live","first_seen_at":"2026-06-30T00:00:00Z","employer_posted_date":"2026-06-30","last_verified_at":"2026-10-27T07:56:32Z","board_verified":true,"closed_at":null,"days_open":119,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":119},"description":"It's fun to work in a company where people truly BELIEVE in what they're doing!\nJob Description:\nIngram 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\nIngram Micro has earned Great Place to Work 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.\nCome join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey!\nThis position is a hybrid role based in our Mississauga, ON office with the opportunity to work 3 days onsite and 2 days remotely.\nRole: 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.\nThe 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.\nResponsibilities:\nLeadership & Team Management:\nLead, mentor, and develop a team of technical support managers and engineers supporting AWS workloads.\nFoster a high-performance culture centered on customer obsession, accountability, and continuous improvement.\nManage workforce planning, hiring, onboarding, and ongoing professional development\nDefine clear goals, KPIs, and career development pathways.\nAI-Enabled Support Transformation:\nDrive the evolution of AWS PLS support through AI-powered capabilities, including:\nAgent copilots\nConversational AI/chat experiences\nAutomated diagnostics\nIntelligent case routing\nIdentify and execute opportunities to automate repetitive workflows and reduce support demand through AI and self-service solutions.\nEnd-to-End Customer Experience Ownership:\nOwn and continuously improve the end-to-end customer support experience across the Xvantage platform and AWS ecosystem.\nAct as the Voice of the Customer by leveraging telemetry, insights, and feedback to identify systemic issues.\nPartner with AWS and internal stakeholders to drive resolution of product and experience gaps.\nCustomer Journey Optimization:\nAnalyze and optimize key customer workflows across AWS services (compute, storage, networking, databases, etc.).\nOversee escalation management, ensuring rapid and effective resolution of critical issues.\nDrive improvements to the digital support journey and inquiry workflows.\nKnowledge-Centered Service (KCS) & Self-Service:\nImplement and mature a Knowledge-Centered Service (KCS) framework.\nDevelop scalable knowledge assets including:\nKnowledge base articles\nTroubleshooting guides\nAI-powered support content\nEnable both customers and agents to resolve issues faster through knowledge reuse and self-service.\nVoice of Customer & Insights\nCapture and analyze customer insights from:\nSupport interactions\nAI chat sessions\nKnowledge usage data\nIdentify patterns and trends to influence product and platform improvements.\nData-Driven Support Operations:\nEstablish dashboards and reporting frameworks for:\nTicket deflection\nMTTR (Mean Time to Resolution)\nPlatform reliability\nKnowledge reuse\nCustomer satisfaction (CSAT)\nDigital adoption\nDefine and track key operational metrics including SLA compliance, resolution time, backlog health, and quality.\nDrive continuous improvements in efficiency, scalability, and service delivery.\nTechnical Strategy & Enablement:\nProvide strategic direction on AWS support capabilities and emerging technologies.\nPartner with Product and Engineering to influence roadmap and service improvements.\nChampion automation, tooling, and DevOps/cloud-native practices within support operations.\nStakeholder Collaboration:\nCollaborate cross-functionally with AWS account teams, Product, Engineering, Sales, and Customer Experience.\nAlign support operations with broader business goals and customer success strategies.\nPresent operational insights, trends, and performance reviews to senior leadership.\nCustomer Stewardship:\nEnsure effective triaging, resourcing, and skill alignment across the AWS PLS program.\nMaintain high service standards and ensure all performance metrics and program expectations are consistently met or exceeded.\nPosition support as a key differentiator for the business.\nKey Success Metrics:\nTicket deflection and self-service adoption\nMTTR and resolution quality\nCustomer satisfaction (CSAT/NPS)\nDigital platform adoption\nKnowledge reuse and KCS maturity\nWhat you bring to the role:\nBachelors degree in Engineering, IT, Data Science or equivalent.\n10+ years of experience in technical support, cloud operations, or IT services.\nMust have 5-7 years of experience leading technical support teams.\nMust have hands-on experience with AWS cloud platforms, including a strong understanding of cloud services, solutions, and go-to-market strategies.\nStrong expertise across AWS services (EC2, S3, RDS, VPC, Lambda, etc.)\nExperience managing enterprise-level support operations and escalations.\nProven track record of driving operational excellence, scalability, and performance improvements.\nDemonstrates strategic leadership and execution with a strong customer-centric and data-driven approach.\nExhibits strong communication and executive presence while driving operational excellence, continuous improvement, and leading through change and innovation.\nExperience implementing AI-enabled support tools and automation is preferred.\nDemonstrated success driving cross-functional improvements with Product and Engineering teams is preferred.\nExperience with Knowledge-Centered Service (KCS) or similar frameworks is preferred.\nAWS certifications (Solutions Architect, DevOps Engineer, or equivalent) is a strong asset.\nThe 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!\nEqual Opportunity Statement\nAs 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 . 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.\nIngram Micro’s Commitment to ESG (Environment, Social & Governance)\nIngram 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. 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