Senior Partner Support Engineer - Cloud Billing Specialist

Ingram Micro, Inc.; Philippines; Hybride; PHP 1 200 000 - 1 800 000; Plein temps

Résumé du poste

Ingram Micro 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 SME for Acronis, handling licensing, billing, and renewals while building knowledge bases and runbooks to scale expertise across the team.

The role emphasizes vendor collaboration, process discipline, and escalation with Billing, AP, and Operations.

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.
• 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; 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.

Responsabilités

• Act as SME for Acronis licensing, subscriptions, and renewals; manage partner console issues.
• Provide expert support across portfolio including Microsoft CSP and AWS billing queries.
• Resolve complex partner scenarios end-to-end: billing disputes, subscriptions, and account actions.
• Work with vendor support teams, PDMs, and internal Billing, AP, and Operations teams to drive resolution.
• Own and maintain runbooks and SOPs for all Acronis processes.

Connaissances

Vendor expertise

Billing operations

Zendesk

Microsoft CSP

AWS Billing

Documentation

Process improvement

Cross-functional collaboration

Outils

Zendesk

Freshdesk

ServiceNow

Dynamics

Description du poste

Ingram Micro 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 SME for Acronis, handling licensing, billing, and renewals while building knowledge bases and runbooks to scale expertise across the team.

The role emphasizes vendor collaboration, process discipline, and escalation with Billing, AP, and Operations.