Senior Manager, Technical Engineering (Microsoft)

Location: Hybrid role based in the Mississauga, Ontario office; 3 days in the office and 2 days remotely. Travel within North America is typically required 1–2 times per year.

Salary: $145,000–$158,000 CAD per year, plus potential bonuses and additional rewards.

Company

Technology company supporting the global IT sales channel through technology products, services, cloud solutions, and the hirify.global Xvantage digital platform.

What you will do

• Own the Microsoft support contract, including entitlements, amendments, renewals, consumption, and cost allocation.
• Define, negotiate, and monitor vendor SLAs, success metrics, escalation paths, aged-case governance, and performance scorecards.
• Lead critical customer escalations across the Microsoft portfolio and drive root cause analysis and problem management.
• Build, mentor, and develop a global vendor technical support team with follow-the-sun, on-call, and weekend coverage.
• Drive API-based case exchange, AI-assisted triage, automated follow-up, and reliable support analytics.
• Coordinate with Product, Engineering, regional support, Legal, Finance, Strategic Sourcing, and Microsoft stakeholders.

Requirements

• Bachelor’s degree in computer science, information technology, or a related field.
• 8–10 years of experience in enterprise technical support, support operations, and partner or vendor management.
• 5+ years of experience leading technical teams, preferably in a global, multi-region model.
• Significant Microsoft ecosystem experience, including Unified or Premier Support, CSP, Partner Center, severity and escalation management, CSAM/TAM engagement, Modern Work, and Azure.
• Experience negotiating SLAs, managing QBRs and steering committees, resolving complex escalations, and communicating with executives.
• Availability to support a global 24x7 follow-the-sun model, including after-hours and on-call rotation when needed.

Nice to have

• Zendesk, Power BI, API integration, AI-enabled support operations, or experience establishing a strategic vendor support program.
• Microsoft 365 Administrator Expert, Azure Administrator Associate, Azure Solutions Architect Expert, or Microsoft Security certifications.

Culture & Benefits

• Hybrid work arrangement with office and remote days.
• Healthcare, dental, vision, well-being, critical illness, disability, and mental health benefits.
• Paid time off, RRSP matching, and other employee perks.
• Inclusive workplace with equal opportunity and accommodation support.
• Potential merit increases, annual bonuses, or other performance-based rewards.