Your role:Team ManagementManage and coach a team of platform support specialists and Microsoft technical specialists while fostering a culture focused on customer experience, knowledge sharing, and operational excellenceFoster a culture of accountability, learning, and continuous improvementConduct regular performance reviews and skill development planningOperational ExcellenceDefine and monitor KPIs such as MTTR, ticket volume, and CSATDrive automation of diagnostics and resolution workflows using Azure-native toolsEnsure compliance with security, privacy, and governance standardsContinuously evaluate support workflows and identify opportunities for automation, improved documentation, and operational efficienciesCustomer ExperienceIdentify recurring customer experience issuesSupport the adoption of AI‐enabled support tools including conversational AI chat, guided troubleshooting, and automated diagnosticsCross-Functional CollaborationPartner with Product, Engineering, and SRE teams to align support with platform goalsCoordinate with integral support teams to share best practices and insightsRepresent the support function in strategic planning and roadmap discussionsEnsure knowledge is captured and maintained through KCS practices and encourage knowledge reuse across the support organization.Technical LeadershipLead a team that troubleshoots internal platforms and engines,



and resolves Azure-related incidents, outages, and performance issuesServe as escalation point for high-impact customer vendor issues across networking, storage, compute, and identityAbility to work with customer base via phone and email for escalations or day to handlingStakeholder EngagementPresent weekly insights, trends, and recommendations to leadershipAdvocate for customer-centric solutions and proactive support strategiesWhat you bring to the role:Four-year college degree or equivalent combination of education and experience required5+ years of experience in cloud engineering or technical support6+ years in a leadership or management roleExperience managing technical teams and driving operational excellenceExcellent communication and stakeholder management skillsExperience 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 pressureStrong understanding of web technologies, integrations, or system architectureExperience working with ticketing systems (e.G., Zendesk, Jira) and knowledge basesFlexibility working some weekends and later hours to help fulfil a 24x7 businessLET ́S SHAPE TOMORROW#J-*****-Ljbffr

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