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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
#LI-SK1
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, 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.