It's fun to work in a company where people truly BELIEVE in what they're doing 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 general 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 vend
📌 Manager, Customer (Ciudad de México)
🏢 INGRAM MICRO MÉXICO
📍 Ciudad de México
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Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.