Senior Manager, AWS Technical Support (Cloud)

TL;DR

Senior Manager, AWS Technical Support (Cloud): Leading a team of technical support professionals delivering support for AWS workloads with an accent on operational excellence and AI-enabled support transformation. Focus on integrating AI copilots, optimizing customer journeys, and maturing Knowledge-Centered Service (KCS) frameworks.

Location: Hybrid (Mississauga, ON, Canada). Must be based in the office 3 days a week and remote 2 days a week.

Salary: $150,000 - 165,000 CAD per year

Company

A leading global technology company for the information technology ecosystem, specializing in bridging technology manufacturers and cloud providers with B2B experts.

What you will do

• Lead, mentor, and develop a team of technical support managers and engineers specializing in AWS workloads.
• Drive the evolution of support through AI-powered capabilities, including agent copilots, conversational AI, and automated diagnostics.
• Own and optimize the end-to-end customer support experience across the Xvantage platform and AWS ecosystem.
• Implement and mature a Knowledge-Centered Service (KCS) framework to enable faster issue resolution.
• Establish data-driven reporting frameworks to track ticket deflection, MTTR, and customer satisfaction (CSAT).
• Collaborate cross-functionally with AWS account teams, Product, Engineering, and DevOps/SRE teams.

Requirements

• Bachelor's degree in Engineering, IT, Data Science, or equivalent.
• 10+ years of experience in technical support, cloud operations, or IT services.
• 5-7 years of experience leading technical support teams.
• Strong expertise across AWS services including EC2, S3, RDS, VPC, and Lambda.
• Must be based in or be able to work from the Mississauga, ON office (Hybrid).

Nice to have

• Experience implementing AI-enabled support tools and automation.
• Proven success driving cross-functional improvements with Product and Engineering teams.
• Experience with Knowledge-Centered Service (KCS) or similar frameworks.
• AWS certifications such as Solutions Architect or DevOps Engineer.

Culture & Benefits

• Great Place to Work Certification for 2025-2026 in Canada.
• Flexible healthcare, dental, vision, and well-being benefits.
• Mental health support, critical illness, and disability coverage.
• Paid time off and RRSP Matching.
• Commitment to diversity, inclusion, and ESG (Environment, Social & Governance) principles.