Sr. Manager, Platform & Integration Technical Support (AI)

TL;DR

Sr. Manager, Platform & Integration Technical Support (AI): Leading global support for the Xvantage platform ecosystem with an accent on AI-enabled transformation and API integration support. Focus on transitioning from reactive ticketing to proactive, self-service, and knowledge-driven support models using AI copilots and KCS.

Location: Hybrid (Mississauga, Ontario, Canada). Must be based in Canada and willing to travel to Buffalo, NY approximately once per month.

Salary: $140,000–$155,000 CAD per year

Company

A leading global technology company facilitating the worldwide IT sales channel through its Xvantage digital platform.

What you will do

• Lead global support for Xvantage for Vendors (X4V) and Xvantage Integrations (XI).
• Drive the evolution from reactive ticket resolution to AI-enabled proactive support using AI copilots and diagnostics.
• Implement and mature a Knowledge-Centered Service (KCS) operating model to drive ticket deflection.
• Manage support for partner integrations utilizing APIs, XML, and various integration frameworks.
• Define and monitor operational metrics including API reliability, MTTR, and vendor onboarding success.
• Lead and develop a globally distributed platform support team across different regions and time zones.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 10+ years of expertise in digital platforms supporting customers or vendors.
• 5-7+ years of experience leading globally distributed teams.
• Must be based in Canada and able to travel to Buffalo, NY approximately once per month.
• Experience supporting partner integrations via APIs and XML.
• Proven track record of shifting support models toward proactive, self-service, and knowledge-driven systems.

Culture & Benefits

• Hybrid work model (3 days in office, 2 days remote).
• Comprehensive flexible Healthcare, Dental, Vision, and mental health support.
• Financial perks including RRSP Matching and annual bonuses.
• Paid time off and various well-being benefits.
• Great Place to Work Certified™ for 2025-2026 in Canada.