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Manager, Customer & Technical Support

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Manager, Customer & Technical Support

Beschreibung

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

Quem somos?

Bem-vindo à Ingram Micro, somos a empresa por trás das grandes marcas de tecnologia em todo o mundo. Fundada em 16 de julho de 1979 nos Estados Unidos, somos uma distribuidora de tecnologia, soluções e serviços de classe mundial.

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