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 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

#J-18808-Ljbffr

📌 Manager, Customer & Technical Support (México)
🏢 Ingram Micro
📍 México