This position is a hybrid role based in our Mississauga, ON office with the opportunity 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, 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.

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 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:

• Ticket deflection and self-service adoption
• MTTR and resolution quality
• Customer satisfaction (CSAT/NPS)
• Digital platform adoption
• Knowledge reuse and KCS maturity

What you bring to the role:

• Bachelors degree in Engineering, IT, Data Science or equivalent.
• 10+ years of experience in technical support, cloud operations, or IT services.
• Must have 5-7 years of experience leading technical support teams.
• Strong expertise across AWS services (EC2, S3, RDS, VPC, Lambda, etc.)
• Experience managing enterprise-level support operations and escalations.
• Proven track record of driving operational excellence, scalability, and performance improvements.
• Demonstrates strategic leadership and execution with a strong customer-centric and data-driven approach.
• Exhibits strong communication and executive presence while driving operational excellence, continuous improvement, and leading through change and innovation.
• Experience implementing AI-enabled support tools and automation is preferred.
• Demonstrated success driving cross-functional improvements with Product and Engineering teams is preferred.
• Experience with Knowledge-Centered Service (KCS) or similar frameworks is preferred.
• AWS certifications (Solutions Architect, DevOps Engineer, or equivalent) is a strong asset.

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!