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Added 1 month ago
A
Senior DevOps Engineer
Aptiv
Ottawa, ON
- Full-time
We are looking for a Senior DevOps Engineer who can help strengthen the reliability, automation, build, release, and developer experience of our cloud platform products. This role is not…
Added 3 months ago
Devops Engineer
Levio
Mississauga, Ontario · Toronto, Ontario
We are currently looking for DevOps Specialists for various large-scale projects.
Added 2 months ago
MC
Generative AI Engineer
MCI Careers
Canada
- Other
We are seeking an innovative and technically skilled Generative AI Engineer to join our growing AI team. In this role, you will design, develop, and deploy cutting-edge AI solutions powered…
Added 4 months ago
IL
Advanced Engineer, Product Engagement
Invesco Ltd.
Charlottetown, Prince Edward Island
- Full-time
…technology team’s effort use innovative technologies to enable product and client reporting. The vision is to utilize technologies such as MuleSoft, AWS, Snowflake and Alfresco to deliver…
Added 4 months ago
IL
Advanced Quality Engineer
Invesco Ltd.
Charlottetown, Prince Edward Island
- Full-time
…high‑quality software releases. This role works closely with Product Management, Software Engineering, DevOps, and UX teams to validate functionality, performance, security, and overall…
Added 4 months ago
EI
Senior Integrations Developer / AI Data Integration Engineer
Engineered Intelligence Inc.
Mississauga, Ontario
- Full-time
We are looking for an experienced and hands-on Senior Integrations Developer / AI Data Integration Engineer to help lead the evolution of our modern data integration platform. This role…
Added 1 month ago
GM
Senior Software Developer - Test Automation
General Motors
Remote, Canada
- Full-time
- Remote
You will join our engineering organization as a Software Development Engineer in Test (SDET), responsible for building robust, scalable, and automated testing solutions that ensure the…
Added 4 months ago
Développeuse ou développeur en développement et exploitation (DevOps) sénior, Asset Manager / Senior DevOps Developer, Asset Manager
Unity Technologies
Montreal, Quebec
Comme développeuse ou développeur en développement et exploitation (DevOps) sénior, vous serez responsable de la manière dont l’Asset Manager est déployé dans notre offre infonuagique…
Added 1 month ago
RR
Principal Android Engineer
Rakuten Rewards
Toronto, ON · CN-Yonge Sheppard Center
- Full-time
We are seeking a visionary Principal Android Engineer to lead the evolution of our client application architecture and platform capabilities. You’ll define and drive the technical direction…
Added 2 months ago
Senior Software Engineer
NexHealth
Toronto, ON
…systems. NexHealth has also built our own doctor facing SaaS product on top of our own…
Added 2 months ago
D
Staff Product Engineer
Docebo
Remote, Canada
- $148,100 to $197,500 CAD / year
- Full-time
- Remote
As a Staff Product Engineer at Docebo, you won't just ship features - you will define product direction and solve high-impact, ambiguous technical challenges across our entire ecosystem.…
Added 4 months ago
Principal Platform Engineer - Kubernetes & Cloud Infrastructure
Ombud
Quinte West, Ontario
…motion where customers onboard, ingest content, and operate the product without manual implementation. That requires an infrastructure foundation that can handle multi-tenant scale, high…
Added 4 months ago
S
DevOps Engineer
ShyftLabs
Toronto, Ontario
- Full-time
We are looking for a passionate and detail-oriented DevOps Engineer to partner with our development teams and accelerate the deployment, testing, and release of applications. This role…
Added 4 months ago
C
React Full Stack Developer
Citi
Remote, Canada
- Full-time
- Remote
From a technical standpoint, the Software Engineer has full-stack coding and implementation responsibilities and adheres to best practice principles including modern cloud-based software…
Added 4 months ago
C
Software Engineer – Cloud & Python
Citi
Remote, Canada
- Full-time
- Remote
…expanding its platform offering to empower market quants and product development teams. This expansion focuses on leveraging Python for analytics, hosting new data platforms, and building…
Added 4 months ago
Infrastructure Engineer 2
Lastwall
Canada
We are hiring an Infrastructure Engineer to help operate, improve, and scale the secure infrastructure behind Lastwall’s identity platform. This is a hands-on engineering role for someone…
Added 5 months ago
CT
IT Infrastructure Manager, Cloud Platform
Confluence Technologies
Toronto, Ontario
- Full-time
…cloud platforms reliable, supportable and ready for long term product…
Added 3 months ago
IM
Senior Manager, AWS Technical Support
Ingram Micro
Remote, Canada
- $150,000 to $165,000 CAD / year
- Full-time
- Remote
…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…
Added 4 months ago
IN
Senior Data Engineer
IKO North America
Mississauga, Ontario
- Full-time
…actionable insights that drive efficiency, reduce waste, and enhance product quality. Just as innovation drives our production line, our Analytics team powers IKO’s success by enabling…
Added 2 months ago
Software Engineer, CMS (Registry Support)
AutoTrader.ca
Toronto, ON
The engineer collaborates closely with Product, Development, Platform, and Database teams to help ensure service availability, meet SLAs, and support safe change delivery.
Added 2 months ago
Senior Software Engineer
AutoTrader.ca
Toronto, ON
We’re looking for a Senior Software Engineer who takes end-to-end ownership, thrives in ambiguity, and wants to build systems that matter. This role is central to modernizing our platform…
Added 2 months ago
Senior Software Engineer, CMS (Auto Repossession & Remarketing)
AutoTrader.ca
Toronto, ON
We’re looking for a Senior Software Engineer who takes end-to-end ownership, thrives in ambiguity, and wants to build systems that matter. This role is central to rethinking and rebuilding…
Added 2 months ago
Software Engineer (Java)
Scotiabank
Toronto, Ontario
Prime Services Technology is searching for a Software Engineer for Prime Services Data Interface (PSDI) platform – a central operational data store and data warehouse for Prime Services…
Added 5 months ago
S
Senior Site Reliability Engineer
SimCorp
Toronto, Ontario
- Full-time
As a Senior Site Reliability Engineer, you will be embedded within one of our Product Areas, taking ownership of specific responsibility domains where your experience, interests, and growth…
Added 5 months ago
Tech Lead
LauraMac, LLC
Quinte West, Ontario
…Tech Lead, you’ll play a dual role - acting as both a hands-on engineer and a technical leader for a Scrum team composed of 5 engineers and 2…

Ingram Micro

Senior Manager, AWS Technical Support

Remote, Canada

Remote

$150,000 to $165,000 CAD / year · Full-time

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Job details

Pay: $150,000 to $165,000 CAD / year
Job type: Full-time
Workplace: Remote
Posting language: English
Posted: Jun 30, 2026

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 AODAFeedback@ingrammicro.com. 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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More about this job

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.

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

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