Senior Cloud Support Architect - Partner Billing & Resolution

Ingram Micro Philippines BPO LLC; Philippines; Hybrid; PHP 893,000 - 1,339,000; Full time

Benefits offered by this job

Hybrid work setup

Exposure to cloud ecosystem (Acronis,

EMEA-oriented exposure

Job summary

Ingram Micro Philippines BPO LLC is seeking a Senior Support Engineer - Partner Support to deliver 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 supporting Microsoft CSP and AWS billing questions.

You will collaborate with vendor support teams and internal Billing, AP, and Operations to drive end-to-end resolution, build runbooks, and reduce dependency on single

Qualifications

• 3+ years of experience in cloud vendor support, partner/reseller support, or cloud operations (AWS).
• Hands-on knowledge of Acronis partner and billing operations or demonstrable depth in a comparable cloud vendor platform.
• Proven experience resolving billing discrepancies, subscription changes, and account lifecycle actions in a reseller model.
• Experience with ticketing systems (Zendesk preferred; Freshdesk, ServiceNow, Dynamics acceptable).
• Strong written English; ability to document processes clearly.
• 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 (licence assignment, subscription changes, billing reconciliation) and AWS billing and account queries.
• Resolve complex partner scenarios end to end, including billing discrepancies, subscription transfers, upgrades/downgrades, and cancellations.
• Work directly with vendor support teams, Partner Development Managers (PDMs), and internal Billing, AP, and Operations teams to drive resolution.
• Own and maintain documented runbooks and SOPs for all Acronis processes; cross-train colleagues; build knowledge base content and macros.
• Own an assigned partner queue, maintain SLA adherence, ticket hygiene, and accurate status in Zendesk.

Skills

Cloud vendor support

Partner/reseller support

AWS expertise

Billing operations

Zendesk ticketing

Strong written English

Documentation of processes

EMEA hours

Tools

Zendesk

Freshdesk

ServiceNow

Dynamics

Job description

Ingram Micro Philippines BPO LLC is seeking a Senior Support Engineer - Partner Support to deliver 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 supporting Microsoft CSP and AWS billing questions.

You will collaborate with vendor support teams and internal Billing, AP, and Operations to drive end-to-end resolution, build runbooks, and reduce dependency on single