Sr AWS Technical Support Engineer

It’s fun to work in a company where people truly BELIEVE in what they’re doing!

Job Description:

Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com

Ingram Micro has earned Great Place to Work Certification™ for 2025-2026 in Canada! This prestigious recognition reflects our commitment to our people and our culture.

Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey!

This position is a hybrid role based in our Mississauga office with the opportunity to work 2 days remotely per week

Role Summary: We are looking for a Senior AWS Support Engineer to join our global support team. This role is ideal for someone with a strong background in technical support or service desk environments who is ready to take on a more strategic and hands-on role in managing and resolving complex AWS-related issues. You will be the go-to expert for escalated support cases, ensuring that customer issues are progressing efficiently and effectively. You’ll also play a key role in improving our support processes to reduce recurring issues and enhance customer satisfaction.

Responsibilities:

Working in close collaboration with the Global Support Manager and wider in-country AWS teams, the core responsibilities of the role include, but not limited to, the following:

• Monitor and Manage Support Cases: Oversee incoming AWS-related support issues from frontline agents, ensuring they are progressing efficiently and escalated as needed.
• Mentorship: Guide and support frontline support engineers, sharing your expertise and helping them grow.
• Reduce Escalations to AWS (L3): Act as the senior technical authority to resolve complex issues internally, minimizing the need to escalate to AWS support.
• Hands-On Troubleshooting: Step in to troubleshoot and resolve advanced technical issues across AWS services (e.g., EC2, S3, RDS, VPC, Lambda). Ensuring the customer experience is top of mind.
• Process Improvement: Design and implement support workflows and preventive measures to reduce recurring issues and improve first-time resolution rates.
• Enhance Team Knowledge: Strengthen the capabilities of the support team through training sessions, documentation, and active knowledge sharing
• Documentation & Best Practices: Create and maintain technical documentation, SOPs, and knowledge base articles.
• On-Call Support: Participate in a rotating on-call schedule for critical issues.
• Skill Development: Stay up to date with the latest AWS technologies and best practices and share knowledge with the team.

What you bring to the role:

• Bachelor’s degree or equivalent within Information Technology, Computer Science, or related discipline.
• 8+ years in technical support, service-desk or customer-facing IT roles.
• 4+ years of hands-on experience supporting AWS.
• Experience with cloud computing and infrastructure.
• Strong hands-on troubleshooting skills but not limited to the following: HTTP/HTTPS, DNS, TCP/IP, Windows & Linux OS.
• Ability to diagnose, isolate and resolve network connectivity/performance issues.
• Strong knowledge of AWS services but not limited to Amazon EC2, Amazon S3, AWS IAM, Amazon VPC, Amazon CloudWatch, Amazon RDS, AWS Lambda, AWS CloudFormation, Elastic Load Balancing (ELB), and Amazon Route 53.
• Expertise in isolating and resolving issues related to AWS Direct Connect, AWS Site-to-Site VPN, route tables, VPC subnet and NACL/Security Group configurations.
• Identifying and understanding performance issues for webservers using AWS CloudWatch metrics.
• Ability to understand and provide recommendations leveraging AWS Documentation.
• Excellent communication and interpersonal skills.
• Strong problem-solving skills with a focus on uncovering root causes.
• Strong analytical and organizational skills.
• Customer-focused mindset with the ability to handle escalations effectively.
• One or more valid AWS certifications such as AWS Certified Solutions Architec…