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Job Description:
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
LET´S SHAPE TOMORROW
Skills Required
- Four-year college degree or equivalent combination of education and experience
- 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
- Proven troubleshooting skills and ability to think critically and communicate clearly under pressure
- Strong understanding of web technologies, integrations, or system architecture
- Experience working with ticketing systems such as Zendesk or Jira and knowledge bases
- Flexibility to work some weekends and later hours for 24x7 business coverage
Ingram Micro Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ingram Micro and has not been reviewed or approved by Ingram Micro.
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Strong & Reliable Incentives — Feedback suggests bonus eligibility is common and commission structures can lift total earnings in sales roles. Pay is described as solid and reliably on time in many contexts.
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Healthcare Strength — Feedback suggests the health offering is comprehensive, with multiple medical options including a copay-only plan and an HSA plan with employer funding. Wellness programs, pharmacy support, and an EAP reinforce the package.
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Retirement Support — Feedback suggests retirement support includes a 401(k) with company match and automatic savings features. This provides a structured foundation for long-term savings.
Ingram Micro Insights
What We Do
Ingram Micro helps businesses Realize the Promise of Technology™. It delivers a full spectrum of global technology and supply chain services to businesses around the world. Deep expertise in technology solutions, mobility, cloud, and supply chain solutions enables its business partners to operate efficiently and successfully in the markets they serve. Unrivaled agility, deep market insights and the trust and dependability that come from decades of proven relationships, set Ingram Micro apart and ahead.
