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Lead Web3 Engineer
Gini Talent
Remote, Canada
$170,000 to $220,000 USD / year
Full-time · Remote
Gini Talent is hiring a Lead Web3 Engineer on behalf of an innovative organization building a next-generation blockchain-powered gaming, betting, and prediction platform enhanced by…
Senior Full-Stack & DevOps Engineer
Truss
Remote, Canada
$150,000 to $250,000 USD / year
Full-time · Remote
We need a Senior Full-Stack & DevOps Engineer who ships fast, thinks in systems, and treats infrastructure as one part of their toolkit - not their whole identity.
Staff DevOps Engineer
Nexxa.AI
Remote, Canada
Full-time · Remote
We're looking for a Senior/Staff DevOps Engineer who has spent the last several years building and operating the infrastructure that lets AI and industrial systems run reliably at scale.…
Azure DevOps & Infrastructure Lead (Backbase)
Aequilibrium Software Inc.
Remote, Canada
$55 to $80 CAD / hour
Full-time · Remote
We are seeking an experienced Azure DevOps & Infrastructure Lead to architect and provision the foundational cloud environments required to run a new digital banking platform securely. This…
Staff Technical Program Manager, Infrastructure
Lime
Remote, Canada
$125,000 to $172,000 CAD / year
Full-time · Remote
Prior experience as a Software Developer (SWE/SDE), Site Reliability Engineer (SRE), or DevOps Engineer.
Software Engineer (Fraud & Risk)
Trulioo
Remote, Canada
$110,000 to $135,000 CAD / year
Full-time · Remote
Reporting to the Lead Software Engineer, the Software Engineer will be a key contributor to the Fraud & Risk team, responsible for building and evolving products that generate fraud signals…
Staff Data Engineer
Blackpoint Cyber
Remote, Canada
$131,000 to $164,300 CAD / year
Full-time · Remote
We are looking for an experienced Staff Data Engineer who will operate in a Technical Lead for Blackpoint's Data Platform Team. Candidates will directly support Blackpoint's cyber security…
Sr. Software Engineer, Auth Tech
eBay
Remote, Canada
Full-time · Remote
We are seeking a talented and motivated Senior Backend Software Engineer to design, develop, and maintain the core services that power our authentication platform. In this role, you will…
Senior Manager, AWS Technical Support
Ingram Micro
Remote, Canada
$150,000 to $165,000 CAD / year
Full-time · Remote
The ideal candidate combines deep technical expertise in cloud technologies with proven leadership experience managing large-scale support organizations. Additionally, this leader is…
Software Development Manager
Lightspeed Commerce, Inc.
Remote, Canada
Full-time · Remote
Directly and indirectly managing a team through collaboration with, and mentorship of a Technical Lead Staff Engineer
Software Development Manager
Lightspeed Commerce, Inc.
Remote, Canada
Full-time · Remote
Directly and indirectly managing a team through collaboration with, and mentorship of a Technical Lead Staff Engineer
Software Development Manager
Lightspeed Commerce, Inc.
Remote, Canada
Full-time · Remote
Directly and indirectly managing a team through collaboration with, and mentorship of a Technical Lead Staff Engineer
Software Development Manager
Lightspeed Commerce, Inc.
Remote, Canada
Full-time · Remote
Directly and indirectly managing a team through collaboration with, and mentorship of a Technical Lead Staff Engineer
IT Architect, Architecture & Analytics – Enterprise Analytics
Saputo Inc.
Remote, Canada
Full-time · Remote
…Silver, Gold architecture), working closely with Governance and DevOps Specialist, and Data Engineer…
Added 4 hours ago
C ++ Developer
Sapsol Technologies Inc
Remote, Canada
Remote
We are seeking a highly experienced Senior Systems Engineer - C/C++ Full Stack Developer to lead a strategic modernization initiative for a mission-critical Store Management System that has…
Senior Solutions Engineer, Mid-Enterprise
Docker
Remote, Canada
Full-time · Remote
Lead deep technical discovery across Platform Engineering, DevOps, Security, and AI/ML teams to understand:
Senior Developer, ServiceNow CSM - EN 395
Export Development Canada | Exportation et développement Canada
Remote, Canada
Full-time · Remote
This is a senior hands-on engineering role. You will lead complex ServiceNow CSM development work, help decompose solution designs into deliverable user stories, guide other developers,…
Senior Developer, ServiceNow CSM - EN 395
Export Development Canada | Exportation et développement Canada
Remote, Canada
Full-time · Remote
This is a senior hands-on engineering role. You will lead complex ServiceNow CSM development work, help decompose solution designs into deliverable user stories, guide other developers,…
Senior Developer, ServiceNow CSM - EN 395
Export Development Canada | Exportation et développement Canada
Remote, Canada
Full-time · Remote
This is a senior hands-on engineering role. You will lead complex ServiceNow CSM development work, help decompose solution designs into deliverable user stories, guide other developers,…
Senior Developer, ServiceNow CSM - EN 395
Export Development Canada | Exportation et développement Canada
Remote, Canada
Full-time · Remote
This is a senior hands-on engineering role. You will lead complex ServiceNow CSM development work, help decompose solution designs into deliverable user stories, guide other developers,…
Senior Software Engineer, Security
Super.com
Remote, Canada
Full-time · Remote
Strong communicator who can influence and drive security work across engineering, DevOps, and leadership
AI - Full Stack Engineer
Emterra Group
Remote, Canada
$110,000 to $120,000 CAD / year
Full-time · Remote
We are looking for a skilled and forward-thinking AI SME / Full Stack Engineer to join our IT team. In this role, you will lead the design, development, and deployment of AI-powered…
Staff Data Engineer
Jobber
Remote, Canada
Full-time · Remote
As a Staff Data Engineer, you will play a critical role in shaping the future of data integration at Jobber. As a technical champion and force multiplier, you’ll lead and mentor a team of…
Senior Software Engineer - AI (Materia AI)
Thomson Reuters
Remote, Canada
Full-time · Remote
Lead core engineering decisions - driving architecture reviews, mentoring teammates, and promoting best practices in testing, resiliency, and maintainability.
AI Engineering Lead, Product Analytics
Thomson Reuters
Remote, Canada
Full-time · Remote
…anomalies, analyze user behavior, and produce the insights product leaders rely on. As more analysts build, the work needs someone to scale agentic solutions and own the shared…

Ingram Micro

Senior Manager, AWS Technical Support

Remote, Canada

Pay: $150,000 to $165,000 CAD / year
Job type: Full-time
Workplace: Remote

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At a glance

Automatically prepared from the listing. Check the original description for the full requirements.

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Responsibilities

Lead a team of technical support professionals to deliver world-class AWS support while driving operational excellence and customer satisfaction. Transform the support model by integrating AI-powered capabilities and implementing a Knowledge-Centered Service framework.

Requirements

Requires a Bachelor's degree and over 10 years of experience in technical support or cloud operations, including 5-7 years in a leadership role. Deep expertise in AWS services and a proven track record of managing enterprise-level support operations are essential.

Experience

10+ years

Education

bachelor degree

Working hours

40 hours per week

Days in the office

Skills

AWS Technical Support
Cloud Operations
Team Leadership
AI-Enabled Support
Knowledge-Centered Service
Escalation Management
Workforce Planning
Data-Driven Operations
Customer Experience Optimization
Strategic Planning
SLA Compliance
Stakeholder Collaboration

Benefits

Healthcare
Dental
Vision
Well-being Benefits
Critical Illness Coverage
Disability Coverage
Mental Health Support
Paid Time Off
RRSP Matching

Visa sponsorship

Not detected in the job text

Keywords

AWS
EC2
S3
RDS
VPC
Lambda
Cloud Computing
AI
Conversational AI
Agent Copilots
KCS
MTTR
CSAT
NPS
SLA
DevOps
SRE
Xvantage
Technical Support
Enterprise Support
Cloud-Native
Knowledge Base
Digital Adoption
Workforce Planning
Telemetry

Original job description

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 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.

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, 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.
Must have hands-on experience with AWS cloud platforms, including a strong understanding of cloud services, solutions, and go-to-market strategies.
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!

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.

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