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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—adecuado 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 i

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