Manager, Technical Support

Position Summary

The Manager, Cloud Infrastructure Support is responsible for leading a team of Cloud Administrators and Cloud Engineers delivering Day 2 managed services across public cloud platforms. This role provides operational leadership, workforce management, customer escalation support, performance coaching, and continuous improvement initiatives to ensure exceptional service delivery, customer satisfaction, and operational efficiency. The manager is accountable for team health, business performance, strategic execution, and alignment with Cloud Infrastructure Support (CIS) objectives.

Location: Mexico City, Mexico - Remote work from home.
Key Responsibilities
Operational Leadership

- Lead a team of Cloud Administrators and Cloud Engineers providing 24x7 public cloud support services.

- Ensure adherence to service level objectives (SLOs), service level agreements (SLAs), quality standards, and operational processes.

- Monitor ticket queues, workload distribution, support coverage, backlog health, and customer impact.

- Drive rapid response and resolution of customer escalations, major incidents, and business-critical events.

- Coordinate with Incident Management teams, platform vendors, and cross-functional teams during high-severity incidents.

People Leadership

- Recruit, onboard, develop, and retain high-performing technical talent.

- Conduct regular one-on-one meetings, coaching sessions, goal reviews, and performance discussions.

- Mentor team members on technical, operational, and customer-facing competencies.

- Foster a culture of accountability, collaboration, customer obsession, and continuous learning.

- Support employee career growth and succession planning.

Service Delivery & Customer Success

- Ensure exceptional customer experiences through proactive operations and effective issue resolution.

- Partner with customer-facing stakeholders to support strategic accounts and address service concerns.

- Review customer trends, service metrics, and feedback to identify improvement opportunities.

- Support onboarding readiness and ongoing service operations for managed cloud customers.

Continuous Improvement & Business Scaling

- Drive automation, operational excellence, and process improvement initiatives.

- Identify recurring operational challenges and lead actions to reduce toil and improve scalability.

- Promote the development of runbooks, knowledge articles, and operational documentation.

- Support initiatives that improve efficiency, customer outcomes, and business growth.

Business Management

- Participate in leadership reviews of KPIs, CSAT, SLA attainment, ticket solve layer, capacity planning, onboarding performance, churn risk, and strategic goals.

- Provide regular operational reporting, including weekly Progress, Plans, and Problems (PPP) updates.

- Contribute to strategic planning, workforce planning, organizational initiatives, and cross-functional collaboration efforts.

Required Qualifications

- Bachelor's degree in Information Technology, Computer Science, Engineering, or equivalent experience.

- 5+ years of experience in cloud infrastructure, systems administration, managed services, or technical support environments.

- 2+ years of people leadership experience managing technical teams.

- Working knowledge of AWS, Microsoft Azure, and/or Google Cloud Platform.

- Experience managing customer escalations and service delivery operations.

- Strong analytical, communication, coaching, and stakeholder management skills.

- Fluent English communication skills; Spanish proficiency required.

Preferred Qualifications

- Public cloud certifications (AWS, Azure, GCP).

- Experience in managed services, SRE, DevOps, or modern operational support models.

- Experience leading distributed and geographically diverse teams.

- Demonstrated success driving automation and operational improvement programs.

Success Measures

Success in this role is measured through:

- Custom