Manager, Customer & Technical Support

Accelerate your career. Join the organization that's driving the world's technology and shape the future. 

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

Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey!

We’re seeking a hands-on Technical Engineering Manager to lead a team of cloud engineers focused on troubleshooting, performance optimization, and operational excellence. This role blends strategic leadership with technical depth—ideal for someone who thrives in fast-paced environments and enjoys solving complex challenges.

Your role:

Team Management

• Manage and coach a team of platform support specialists and Microsoft technical specialists while fostering a culture focused on customer experience, knowledge sharing, and operational excellence

• Foster a culture of accountability, learning, and continuous improvement

• Conduct regular performance reviews and skill development planning

Operational Excellence

• Define and monitor KPIs such as MTTR, ticket volume, and CSAT

• Drive automation of diagnostics and resolution workflows using Azure-native tools

• Ensure compliance with security, privacy, and governance standards

• Continuously evaluate support workflows and identify opportunities for automation, improved documentation, and operational efficiencies

Customer Experience

• Identify recurring customer experience issues

• Support the adoption of AI‑enabled support tools including conversational AI chat, guided troubleshooting, and automated diagnostics

Cross-Functional Collaboration

• Partner with Product, Engineering, and SRE teams to align support with platform goals

• Coordinate with global support teams to share best practices and insights

• Represent the support function in strategic planning and roadmap discussions

• Ensure knowledge is captured and maintained through KCS practices and encourage knowledge reuse across the support organization.

Technical Leadership

• Lead a team that troubleshoots internal platforms and engines, and resolves Azure-related incidents, outages, and performance issues

• Serve as escalation point for high-impact customer vendor issues across networking, storage, compute, and identity

• Ability to work with customer base via phone and email for escalations or day to handling

Stakeholder Engagement

• Present weekly insights, trends, and recommendations to leadership

• Advocate for customer-centric solutions and proactive support strategies

What you bring to the role:

• Four-year college degree or equivalent combination of education and experience required

• 5+ years of experience in cloud engineering or technical support

• 6+ years in a leadership or management role

• Experience managing technical teams and driving operational excellence

• Excellent communication and stakeholder management skills

• Experience supporting SaaS platforms, digital commerce systems, or enterprise applications.

• Familiarity with AI‑enabled support tools and knowledge management practices preferred.

• Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure 

• Strong understanding of web technologies, integrations, or system architecture 

• Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases 

• Flexibility working some weekends and later hours to help fulfil a 24x7 business  

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The typical base pay range for this role across the U.S. is USD $78,000.00 - $124,800.00 per year.

The ranges above reflect the potential annual base pay across the U.S. for all roles; the applicable base pay range will depend on the candidate’s primary work location, pay grade