Senior Manager, AWS 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

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 can be located in our Buffalo, New York or Ontario, Canada office with the opportunity for hybrid work and a few days remote per week.

Your role:

We are seeking a highly motivated and experienced Global AWS Support Manager to lead and shape our global AWS support program. This is a senior-level leadership role responsible for building a new, scalable global support offering aligned to the AWS Partner-Led Support (PLS) model. The ideal candidate brings a strong technical foundation, deep understanding of AWS services, and proven experience establishing support programs from the ground up. You will be accountable for hiring, onboarding, and leading a high-performing team, while defining operational KPIs, setting strategic direction, and driving excellence in customer experience and partner collaboration.

Working in close collaboration with the Global Vendor Technical Support Manager, AWS Partner teams, and regional leaders, responsibilities include:

Design and launch a comprehensive global AWS support offering, modeled after industry best practices such as TechData/Synnex PLS programs.

Define and track Key Performance Indicators (KPIs) for support operations, including SLA adherence, CSAT, FCR, backlog reduction, and ticket deflection rates.

Build out a global team structure, including hiring, onboarding, enablement, and ongoing coaching for AWS Support Engineers.

Establish Tier 1 and Tier 2 support processes, escalation procedures, and partner engagement frameworks.

Work with AWS Partner Network (APN) teams and internal stakeholders to ensure alignment with AWS requirements and objectives.

Oversee service readiness for new AWS offerings and drive support preparedness plans.

Champion a data-driven culture of operational excellence, continuous improvement, and automation.

Act as the senior point of contact for critical escalations, ensuring timely resolution and effective communication with customers and AWS stakeholders.

Contribute to cross-functional initiatives to enhance the customer journey and improve tooling, self-service capabilities, and documentation.

What you bring to the role:

Bachelors degree in computer engineering of related field

8+ years in technical support, cloud operations, or vendor management.

5+ years in a senior leadership or program-building role.

Proven experience standing up new support functions/programs globally.

Deep expertise with AWS services, cloud infrastructure, and support tooling (e.g., ServiceNow, Salesforce, Zendesk).

Expert troubleshooting, cloud diagnostic, and incident management capabilities.

Required: At least one of the following:

- AWS Certified Solutions Architect – Associate/Professional,

- AWS Certified SysOps Administrator

- AWS Certified DevOps Engineer

Demonstrated ability to build, lead, and inspire global technical support teams.

Strategic thinker with strong operational execution.

Expert business acumen and understanding of channel/reseller ecosystems.

Experience with ITIL, Agile/Scrum, and operational governance frameworks.

#LI-SK1

The typical base pay range for this role across the U.S. is USD $100,500.00 - $170,900.00 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, and variable compensation plan. Individual base pay within each range depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time of hire. New hires starting base pay generally falls in the bottom half (between the minimum and midpoint) of a pay range.

At Ingram Micro certain roles are eligible for additional rewards, including merit increases, annual bonus or sales incentives and long-term incentives. These awards are allocated based on position level and individual performance. U.S.-based employees have access to healthcare benefits, paid time off, parental leave, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others.

This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all these duties.

Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check.

Ingram Micro Inc. is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.

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