Accelerate your career. Join the organization that's driving the world's technology and shape the future. 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
Come join our team where you'll make technology happen in surprising ways. Let's shape tomorrow - it'll be a fun journey!
The Manager - Platform Support (X4C) is responsible for leading day‑to‑day support operations for the Xvantage for Customers platform. The role ensures customers receive fast and effective support when interacting with the platform while continuously improving knowledge, automation, and operational processes.
The Manager partners closely with Product, Engineering, and Platform Operations teams to ensure issues are resolved quickly, root causes are addressed, and improvements are implemented that enhance the overall customer experience.
Your Role :Platform Support Operations- Lead a team responsible for resolving issues related to product discovery, quoting, ordering, account management, order tracking, and billing workflows within the X4C platform.
Customer Experience Improvements- Identify recurring customer experience issues and collaborate with Product and Engineering teams to drive platform improvements that reduce friction and improve usability.
AI & Self‑Service Enablement- Support the adoption of AI‑enabled support tools including conversational AI chat, guided troubleshooting, and automated diagnostics.
Knowledge‑Centered Service (KCS)- Ensure knowledge is captured and maintained through KCS practices and encourage knowledge reuse across the support organization.
Incident Management & Reliability- Coordinate resolution of platform incidents impacting customers and work closely with Engineering and SRE teams to restore service and prevent recurrence.
Process Optimization- Continuously evaluate support workflows and identify opportunities for automation, improved documentation, and operational efficiencies.
Leadership Responsibilities- Manage and coach a team of platform support specialists while fostering a culture focused on customer experience, knowledge sharing, and operational excellence.
What you bring to the role :- Four-year college degree or equivalent combination of education and experience required
- 6-8 years experience in technical or platform support roles.
- Experience supporting SaaS platforms, digital commerce systems, or enterprise applications.
- Familiarity with AI‑enabled support tools and knowledge management practices preferred.
*This is not a complete listing of the job duties. It's a representation of the things you will be doing, and you may not perform all of these duties.
The typical base pay range for this role across the U.S. is USD $78,000.00 - $124,800.00 per year.
The ranges above reflect the potential annual base pay across the U.S. for all roles; the applicable base pay range will depend on the candidate's primary work location, pay grade, and variable compensation plan. Individual base pay within each range depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time of hire. New hires starting base pay generally falls in the bottom half (between the minimum and midpoint) of a pay range.
At Ingram Micro certain roles are eligible for additional rewards, including merit increases, annual bonus or sales incentives and long-term incentives. These awards are allocated based on position level and individual performance. U.S.-based employees have access to healthcare benefits, paid time off, parental leave, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others.
This is not a complete listing of the job duties. It's a representation of the things you will be doing, and you may not perform all these duties.
Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check.
Ingram Micro Inc. is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.