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—idóneo 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
LET´S SHAPE TOMORROW
With us, you’ll make technology happen in surprising ways. It’ll be a fun journey!
Learn more at http://careers.ingrammicro.com
It’s no surprise that technology powers the planet. But what might surprise you is that Ingram Micro has the ability to reach more than 90% of the global population. By joining us, you make Ingram Micro’s contribution a reality: helping businesses grow, supporting industries from healthcare to education with their technology, or even connecting the world.
What’s in it for you? Well, we take great care of our people, everyone is made to feel welcome, and opportunities to grow apply to all. But the prospect of shaping the future through technology is something you’re unlikely to find anywhere else.
Let’s shape tomorrow.

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📌 Manager, Customer & Technical Support (Nezahualcóyotl)
🏢 INGRAM MICRO MÉXICO
📍 Nezahualcóyotl