Senior Cloud Partner Support Engineer

Ingram Micro; Philippines; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Hybrid work setup

EMEA-focused role

Job summary

Ingram Micro seeks a Senior Support Engineer - Partner Support to deliver expert, multi-vendor support to cloud reseller partners across EMEA. You will be the SME for Acronis, handling licensing, billing, provisioning, renewals, and partner console issues while collaborating with Microsoft CSP, AWS, and internal teams.

You will own runbooks, document processes, and contribute to knowledge base content, driving SLA adherence and process improvements in a hybrid, EMEA-aligned role.

Qualifications

• 3+ years of experience in cloud vendor support, partner/reseller support, or cloud operations (AWS)
• Hands-on working knowledge of Acronis partner and billing operations - or demonstrable depth in a comparable cloud vendor platform with clear capacity to become the Acronis SME at pace
• Proven experience resolving billing discrepancies, subscription changes, and account lifecycle actions in a reseller or distribution model
• Experience with ticketing systems (Zendesk preferred; Freshdesk, ServiceNow, Dynamics acceptable)
• Strong written English - partner-facing written communication is a primary output of this role
• Demonstrated ability to document processes clearly enough for others to follow
• Availability to work EMEA-aligned hours

Responsibilities

• Act as the team’s subject matter expert for Acronis - licensing and subscription models, consumption billing, tenant provisioning, quota and seat management, renewals, and partner console issues
• Provide expert support across the wider portfolio, including Microsoft CSP licensing and AWS billing and account queries
• Resolve complex partner scenarios end to end, including billing discrepancies, subscription changes, and account lifecycle actions
• Work directly with vendor support teams, Partner Development Managers, and internal Billing, AP, and Operations teams to drive resolution
• Own and maintain documented runbooks and SOPs for all Acronis processes and train colleagues

Skills

Cloud vendor support

Partner/reseller support

Billing operations

Zendesk knowledge

English communication

Documentation of processes

EMEA-hours availability

Tools

Zendesk

Freshdesk

ServiceNow

Dynamics

Acronis

Microsoft CSP

Job description

Ingram Micro seeks a Senior Support Engineer - Partner Support to deliver expert, multi-vendor support to cloud reseller partners across EMEA. You will be the SME for Acronis, handling licensing, billing, provisioning, renewals, and partner console issues while collaborating with Microsoft CSP, AWS, and internal teams.

You will own runbooks, document processes, and contribute to knowledge base content, driving SLA adherence and process improvements in a hybrid, EMEA-aligned role.