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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 integral 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, co

📌 Manager, Customer (Ciudad de México)
🏢 Ingram Micro
📍 Ciudad de México