EMEA Cloud Partner Support Engineer — Billing Expert

Ingram Micro Philippines BPO LLC

Pateros

Hybrid

PHP 4,696,000 - 7,514,000

Full time

14 days+

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Job summary

Ingram Micro Philippines BPO LLC is seeking a Senior Support Engineer - Partner Support to deliver expert, multi-vendor support to cloud reseller partners across EMEA. You will be the team’s subject matter expert for Acronis and a key contributor to the wider cloud portfolio, resolving complex partner issues and building repeatable knowledge assets.

The role requires deep vendor billing expertise, partner-facing ownership, and process discipline, with responsibilities spanning runbooks, SOPs,

Qualifications

3+ years of experience in cloud vendor support, partner/reseller support, or cloud operations.
Hands-on knowledge of Acronis partner and billing operations or comparable cloud vendor platform.
Proven experience resolving billing discrepancies, subscription changes, and account lifecycle actions.
Experience with ticketing systems (Zendesk preferred).
Strong written English suitable for partner-facing communication.
Documenting processes clearly for others to follow.
Availability to work EMEA-aligned hours.

Responsibilities

Act as SME for Acronis licensing and billing, including subscriptions and renewals.
Provide expert support across vendor portfolio (Microsoft CSP, AWS) billing queries.
Resolve complex partner scenarios end-to-end (billing, subscriptions, account lifecycle).
Collaborate with vendor support, PDMs, Billing, AP, and Operations to drive resolution.
Own runbooks and SOPs for all Acronis processes and ancillary tasks.
Cross-train colleagues and reduce single-point dependency.
Develop partner-facing knowledge base content and Zendesk macros.