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Added 5 months ago
LC
Engineer - Automation
Linamar Corporation
Guelph, Ontario
- Full-time
The Automation Engineer position will be responsible for reporting to the Engineering Manager, you will implement, troubleshoot and monitor machining programming and robotic repairs.
Added 5 months ago
V
Marketing Operations Analyst
Valorx
Remote, Canada
- $40 to $50 CAD / hour
- Part-time
- Remote
…between them, catches problems before they become fires, and uses automation and AI to do what used to take a team of…
Added 2 months ago
V
Specialist, Data Custodian
Vale
Toronto, ON
- Full-time
The position is based in Toronto, ON, Canada and reports to the Manager, Data Management and Governance.
Added 5 months ago
FC
Manager, Marketing Operations
Fidelity Canada
Toronto, Ontario
- Full-time
The Manager, Content Supply Chain Optimization plays a central role in modernizing and accelerating the flow of marketing content across the organization. This strategic, hands-on role is…
Added 5 months ago
P
Financial Services Corporate Tax Manager
PwC
Toronto, Ontario
- Full-time
As a Financial Services Corporate Tax Manager, unlock your potential and embrace the chance to drive meaningful outcomes that’ll elevate your career. Your role will include, but isn’t…
Added 5 months ago
TT
Senior Project Manager
Teledyne Technologies Incorporated
Edmonton, Alberta · Canada - Edmonton, AB
- Full-time
…reliability. These markets include aerospace and defense, factory automation, air and water quality environmental monitoring, electronics design and development, oceanographic research,…
Added 4 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 2 months ago
Media Activation Director
SALT XC
Toronto, ON
…Our people combine strategic thinking with AI-powered tools, automation and advanced analytics to help some of North America's most recognized brands solve complex business challenges and…
Added 5 months ago
EL
Associate Director - Pricing
Eli Lilly and Company
Toronto, Ontario · Ontario · CA: Toronto ON
- Full-time
…least 50% of the time), determined in collaboration with your manager and based on business…
Added 5 months ago
E
Senior Analyst - IT Security
EECOL
Calgary, Alberta
- Full-time
…compliance-related activities. Reporting to the Cybersecurity Manager, the ideal candidate will have a solid understanding of GRC principles, experience in compliance activities, and a…
Added 5 months ago
AW
Security GRC Specialist
Aviso Wealth
Remote, Canada
- $105,000 to $125,000 CAD / year
- Full-time
- Remote
Support reporting, dashboard creation and automation of risk and compliance processes
Added 5 months ago
AW
Security GRC Specialist
Aviso Wealth
Remote, Canada
- $105,000 to $125,000 CAD / year
- Full-time
- Remote
Support reporting, dashboard creation and automation of risk and compliance processes
Added 5 months ago
C
Mixed Signal Design Engineer
Ciena
Ottawa, Ontario
- $90,600 to $144,800 CAD / year
- Full-time
…coherent fiber-optic product solutions. Reporting to the Senior Manager of Analog Engineering, your role will…
Added 1 month ago
G3TV Maintenance Manager
G3 Canada Limited
North Vancouver, BC
Maintenance Planning: Plan and execute asset care for all material handling equipment, automation systems, utilities, and buildings.
Added 2 months ago
Software Engineer, CMS (Registry Support)
AutoTrader.ca
Toronto, ON
…by major financial institutions with a focus on scalability, automation, and developer experience. Current work includes containerizing services, upgrading .NET runtimes, strengthening…
Added 2 months ago
Senior Software Engineer, CMS (Modernization of Registry)
AutoTrader.ca
Toronto, ON
…by major financial institutions with a focus on scalability, automation, and developer experience. Current work includes containerizing services, upgrading .NET runtimes, strengthening…
Added 5 months ago
B
General Repair Technician
BGIS
Sudbury, Ontario
- Full-time
…drive innovation for our clients’ businesses. Globally, we manager over 320 million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East,…
Added 5 months ago
TC
Associate Director - Property Management
Traine Construction and Development
Kelowna, British Columbia
- $130,000 to $140,000 CAD / year
- Full-time
Provide acting operational leadership coverage for District Manager portfolios when required.
Added 5 months ago
V
Specialist, Geological database
Vale
Toronto, Ontario
- Full-time
· Enable and script integrations and automation using Fusion APIs for importing and extracting data to applications used by downstream consumers (explorationists, GIS specialists, resource…
Added 2 months ago
A
Project Engineer
Agropur
Beauceville, QC
- Full-time
Reporting to the Regional engineering manager, the Project Engineer is responsible for the development, execution and monitoring of major investment projects. He develops and optimizes…
Added 2 months ago
Private Cloud Engineer
Scotiabank
Toronto, ON
You must have at least 2+ years of hands-on experience with VMware vRealize suite (including vRealize Automation, vRealize Operation Manager, vRealize Log Insight, vRealize Network Insight…
Added 5 months ago
M
Sr. Manager Workforce Readiness & Change
McKesson
Remote, Canada
- Full-time
- Remote
The Workforce Readiness team is seeking a Senior Manager of Workforce Readiness & Change to accelerate adoption, alignment, and engagement across the McKesson Technology Acceleration…
Added 5 months ago
T
Manager, Data & AI Transformations
TELUS
Toronto, Ontario
- $109,000 to $155,000 CAD / year
- Full-time
Our team - SMB Business Intelligence team is seeking Manager-Data & AI Transformations, with a focus on Customer data and automation.. This role requires a passion for developing data…
Added 5 months ago
EB
Senior Modern Workplace Engineer
EQ Bank | Canada's Challenger Bank
Toronto, Ontario
- Full-time
This position supports both tactical execution and strategic modernisation initiatives, contributing to operational excellence, automation, and long-term platform sustainability.
Added 5 months ago
G
Manager Training Program
Guillevin
Abbotsford, British Columbia · Burnaby, British Columbia · Kamloops, British Columbia · Nanaimo, British Columbia · Township of Langley, British Columbia
- Full-time
Availability and willingness to do what it takes to successfully complete the “Learn to Manage Your Centre” training program.

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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