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Added 4 months ago
MT
Senior Applications Analyst
McCarthy Tétrault LLP
Montreal, Quebec
- Full-time
Mentorship & Leadership: Serve as a senior technical resource on the team by mentoring Application Analysts and IT Service Management team. Support the Manager, Applications in the…
Added 4 months ago
MT
Senior Applications Analyst
McCarthy Tétrault LLP
Calgary, Alberta
- Full-time
Mentorship & Leadership: Serve as a senior technical resource on the team by mentoring Application Analysts and IT Service Management team. Support the Manager, Applications in the…
Added 4 months ago
T
DevOps Solutions Architect
Teknion
Toronto, Ontario
- Full-time
DevOps focuses on the end-to-end application lifecycle.
Added 4 months ago
KI
Engineering Project Manager (Hybrid)
Kardium Inc.
Burnaby, British Columbia
- $107,000 to $130,000 CAD / year
As an Engineering Project Manager at Kardium, you will be responsible for planning, coordinating, and driving the execution of engineering projects in a fast-paced, highly technical…
Added 4 months ago
W
Staff Software Development Engineer
Wagepoint
Remote, Canada
- $140,000 to $170,000 CAD / year
- Full-time
- Remote
Set up, deploy, and manage scalable cloud infrastructure to support application functionality and growth, with automation wherever possible.
Added 4 months ago
MI
Full Stack Developer
Magna International
Brampton, Ontario
- Full-time
Broad technology experience across multiple areas: AWS cloud architecture, application development, analytics, networking, security, storage, DevOps, containers, etc. in IoT environments,…
Added 4 months ago
U
Engineering Manager, Software Development
Univeris
Toronto, Ontario
- Full-time
…other Engineering Managers, Product Management, Architecture, DevOps, and Support to resolve cross-organizational…
Added 4 months ago
YU
Web & Automations Developer
Yorkville University
Toronto, Ontario
- Full-time
Reporting to the Manager, IT Architecture & DevOps, we are hiring a Web & Automations Developer to support and evolve Yorkville University's digital ecosystem. As our new Web & Automations…
Added 1 month ago
SG
DevOps Specialist
Scientific Games
Montreal, QC
- Full-time
Le spécialiste DevOps est un poste d'ingénierie de plateformes axé sur la pratique, dont les responsabilités comprennent la conception, la mise en place, l'automatisation et l'exploitation…
Added 4 months ago
B
Client Success Manager Lead – BizApps Managed Services (Microsoft Dynamics 365 BC/F&O/CE, NetSuite, Power Platform)
BDO
Calgary, Alberta · Edmonton, Alberta · Winnipeg, Manitoba · Halifax, Nova Scotia · Montreal, Quebec
- Full-time
As a Client Success Manager Lead (BizApps Governance Lead), you will be responsible for leading client success strategy, governance, and delivery excellence across a portfolio of Microsoft…
Added 4 months ago
M
Sr. Director, Engineering Manager- Agent & Supervisor
McKesson
Remote, Canada
- Full-time
- Remote
…lifecycle - from capability development through operational support and platform…
Added 2 months ago
D
Staff Product Engineer
Docebo
Remote, Canada
- $148,100 to $197,500 CAD / year
- Full-time
- Remote
DevOps & Cloud Proficiency: Advanced experience with CI/CD pipelines, cloud environments (AWS), containerization (Kubernetes), and modern observability practices.
Added 4 months ago
GA
Sr. Manager, IT PMO
Gildan Activewear Inc
Montreal, Quebec
- Other
The Senior Manager, IT PMO is accountable for leading a team of IT Project Managers and ensuring the consistent, high-quality delivery of the IT project portfolio. This role provides…
Added 3 months ago
IM
Senior Manager, AWS Technical Support
Ingram Micro
Remote, Canada
- $150,000 to $165,000 CAD / year
- Full-time
- Remote
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…
Added 5 months ago
SH
Solution Architect (Kroll & Sage)
Sentrex Health Solutions
Markham, Ontario
- Full-time
A proudly Canadian company, Sentrex Health Solutions is a fully integrated specialty distributor and patient support provider for pharmaceutical manufacturers, physicians, and their…
Added 2 months ago
Software Engineer, CMS (Registry Support)
AutoTrader.ca
Toronto, ON
You’ll join a small, critical, high-impact support team (engineers, product owner, engineering manager) focused on keeping customer-facing systems reliable and resolving real production…
Added 4 months ago
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Engineering Manager, Data AI & Analytics
''
Toronto, Ontario
- Full-time
- Other
Reporting to the Director of Platform Engineering, Data AI & Analytics, the Data Engineer Manager leads and develops a team of Data Engineers while remaining hands-on in the delivery of…
Added 4 months ago
IL
Senior Software Quality Engineer
Invesco Ltd.
Charlottetown, Prince Edward Island
- Full-time
…analysts, and partners closely with Engineering, Product, and DevOps teams to uphold quality throughout the development lifecycle. The Senior SQA Analyst works proactively to identify…
Added 1 month ago
IL
Advanced Software Quality Engineer
Invesco Ltd.
Charlottetown, Prince Edward Island
- Full-time
…analysts, and partners closely with Engineering, Product, and DevOps teams to uphold quality throughout the development lifecycle. The Advanced SQA Analyst works proactively to identify…
Added 5 months ago
S
Senior Software Engineer II
SurveyMonkey
Remote, Canada
- $126,400 to $158,000 CAD / year
- Full-time
- Remote
You will work at the intersection of Data Science and DevOps, building the "connective tissue" that empowers our product portfolio to leverage technologies like Generative AI, Natural…
Added 2 months ago
WB
Staff Software Developer, iOS - Connected TV
Warner Bros. Discovery
Remote, Canada
- Full-time
- Remote
Hands-on experience with mobile DevOps CI/CD tools and implementing best practices, including automation of code signing tools and automated tests. Preferred familiarity with Jenkins, Git,…
Added 5 months ago
AA
Project Engineer/Manager (TK0)
Aviya Aerospace Systems
Mississauga, Ontario
- Full-time
…Defense Contractors. Aviya has an opening for a Project Engineer/Manager to join our engineering group in Mississauga,…
Added 5 months ago
S
Senior Full Stack Software Engineer
Super.com
Remote, Canada
- Full-time
- Remote
…across the stack, and the company is fully invested in the support, tooling, and working model needed to go further. For engineers who are excited by learning fast and building in modern…
Added 6 months ago
S
Senior Software Engineer II
SurveyMonkey
Remote, Canada
- $126,400 to $158,000 CAD / year
- Full-time
- Remote
You will work at the intersection of Data Science and DevOps, building the "connective tissue" that empowers our product portfolio to leverage technologies like Generative AI, Natural…
Added 2 months ago
SI
IT Specialist, Integration & Automation
Saputo Inc.
Remote, Canada
- Full-time
- Remote
Reporting to the IT Integration & Automation Senior Manager, you will be responsible for:

Ingram Micro

Senior Manager, AWS Technical Support

Remote, Canada

Remote

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

Apply About employer

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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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