Sr. Manager, Platform & Integration Technical Support

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

Job Description:

the company 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 the company Xvantage™ set us apart. Learn more at

the company has earned Great Place to Work Certification™ for 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, Ontario office where you will work 3 days in the office and 2 days remotely.

Role

the company is transforming into a platform-driven technology company powered by the the company Xvantage™ platform. The Senior Manager – AI-Enabled Platform Support will lead global support for two critical components of this ecosystem: Xvantage for Vendors (X4V) and Xvantage Integrations (XI). X4V enables vendors to onboard and manage product catalogs, SKUs, pricing, and promotions within the digital marketplace. XI enables partners to integrate directly with the company through APIs, XML, and other integration capabilities, enabling headless commerce experiences.

Why This Role Matters

This role will reimagine how support operates in a modern platform ecosystem, shifting from reactive ticket resolution to AI-enabled, knowledge-driven, and self-service support. The leader will focus on improving platform reliability, developer experience, vendor experience, and operational efficiency through automation, AI tooling, and Knowledge-Centered Service (KCS).

Responsibilities

AI-Enabled Support Transformation

• Drive the evolution from reactive support to AI-enabled proactive support.
• Implement intelligent support capabilities such as AI copilots for agents, automated issue detection, and AI-assisted diagnostics.
• Partner with product and engineering teams to embed support intelligence directly into the Xvantage platform.

Self-Service and Knowledge Strategy

• Implement and mature a Knowledge-Centered Service (KCS) operating model.
• Build scalable knowledge ecosystems for vendors and integration partners.
• Drive measurable improvements in ticket deflection and self-service adoption.

Vendor Platform Support (X4V)

• Support vendors managing SKUs, pricing, promotions, and catalog metadata.
• Improve vendor onboarding and operational readiness.
• Identify systemic vendor experience issues and partner with Product and Engineering to resolve them.

Integration Ecosystem Support (XI)

• Lead support for partner integrations using APIs, XML, and integration frameworks.
• Support partners integrating the company capabilities into ERP, procurement, and ecommerce platforms.
• Ensure reliability of catalog APIs, pricing APIs, order management integrations, and provisioning workflows.

Platform Reliability & Ecosystem Health

• Define operational metrics including API reliability, integration success rates, vendor onboarding success, MTTR, and ticket deflection.
• Partner with DevOps, SRE, and Engineering teams to improve platform reliability.

Leadership Responsibilities

• Lead a global platform support team responsible for X4V and XI.
• Establish operational standards and performance metrics.
• Drive cross-functional collaboration between Support, Product, Engineering, Vendor Management, and Platform Operations.
• Develop deep expertise within the team across vendor onboarding workflows, API integrations, developer support, and marketplace operations.
• Foster a culture of continuous improvement, innovation, and customer stewardship.

What you bring to the role

• Bachelor’s degree in computer science, Information Technology, or related field.
• Minimum of 10+ years of expertise in digital platforms supporting customers or vendors.
• Minimum of 5-7+ years of experience successfully leading globally distributed teams across different regions and time zones.
• Must be willing and able to travel to Buffalo, NY office approximately once per month, as needed.
• Prior experience supporting partner integrations using APIs, XML, and integration frameworks.
• Proven experience driving support transformation from reactive ticketing to proactive, self-service, and knowledge-driven (KCS) support models.
• Demonstrated ability to leverage AI, automation, and analytics to improve platform reliability, user experience, and operational efficiency.
• Strong communication skills with the ability to effectively engage, present, and influence senior leadership and executive stakeholders.

The typical base pay range for this role across Canada is $140,000 -155,000 CAD per year. The ranges above reflect the potential annual starting base pay across all of Canada for all roles. Individual base pay within each range depends on various factors, including work location, complexity and responsibility of role, job duties/requirements, and relevant experience and skills. This role is a new role and will not use AI for screening applicants.

At the company, certain roles are eligible for additional rewards, including merit increases, annual bonuses, or sales incentives. These awards are allocated based on a position level and individual performance. Canadian associates have access to flexible Healthcare, Dental, Vision, well-being benefits and perks, critical illness, disability coverage, mental health support, paid time off, RRSP Matching and much more!

Equal Opportunity Statement

As a diverse and inclusive organization, we encourage individual achievement and recognize the strength of a diverse workforce. the company Canada is proud to be an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. Accommodations for job applicants are available on request, please contact us by sending an email to . This email box is designed to assist with accommodations through the hiring process. Emails sent for non-accommodation-related inquiries, such as following up on an application, will not receive a response. In your email, please provide contact details, and preferred contact method and describe the accommodation so we can work with you to assist.

the company’s Commitment to ESG (Environment, Social & Governance)

the company is a values-driven organization and our commitment to ESG performance is a statement about who we are and our desire to make a difference each day through the way we do business. Through our IngramMicroESG program, we establish policies, programs, and practices to achieve continuous improvement on the Environmental, Social and Governance areas that are most significant to our stakeholders. Learn more about our ESG initiatives and read our ESG reports here – the company ESG.