Senior Partner Support Engineer (Acronis & Cloud Billing)

Ingram Micro; Manila; Hybrid; PHP 5,632,000 - 7,509,000; Full time

Job summary

Ingram Micro 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 and contribute to knowledge base creation, documentation, and tooling to scale expertise within the team.

The role requires deep billing expertise, partner-facing ownership, and process discipline, with a focus on vendor support (Acronis, Microsoft CSP, AWS) and cross-functional collaboration.

Qualifications

• Experience in cloud vendor support or reseller support, with emphasis on billing and licensing.
• Ability to document processes clearly for others to follow.

Responsibilities

• Act as SME for Acronis licensing, billing, and partner issues.
• Provide expert billing support across Microsoft CSP and AWS.
• Resolve complex partner scenarios end to end: invoicing, transfers, and lifecycle actions.
• Own runbooks and SOPs; cross-train teammates.
• Maintain SLA adherence and drive metrics improvements (MTTR, CSAT).

Skills

Cloud support

Partner support

Billing expertise

Zendesk

Written English

Documentation

Cross-functional

Time management

Tools

Acronis

Microsoft CSP

AWS Billing

Zendesk

Freshdesk

ServiceNow

Job description

Ingram Micro 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 and contribute to knowledge base creation, documentation, and tooling to scale expertise within the team.

The role requires deep billing expertise, partner-facing ownership, and process discipline, with a focus on vendor support (Acronis, Microsoft CSP, AWS) and cross-functional collaboration.