Senior Partner Support Engineer – EMEA (Hybrid)

Ingram Micro Inc.; Philippines; Hybrid; PHP 4,258,000 - 6,083,000; Full time

Benefits offered by this job

Hybrid work setup

EMEA-aligned hours

Job summary

Ingram Micro Inc. in Taguig City, Philippines, 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 licensing and billing, resolving complex partner issues while creating documentation, tooling, and knowledge base content to make expertise repeatable. This role demands ownership, proactive problem solving, and collaboration with Sales, Finance, and Operations.

Qualifications

• 3+ years of experience in cloud vendor support, partner/reseller support, or cloud operations.
• Hands-on knowledge of Acronis partner and billing operations.
• 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 SME for Acronis licensing, subscriptions, and billing in partner support.
• Provide expert support across Microsoft CSP and AWS billing queries.
• Resolve complex partner scenarios end-to-end including invoicing, subscriptions, provisioning.
• Own runbooks and SOPs; train and cross-train team members.
• Maintain SLA adherence, ticket hygiene, and accurate status in Zendesk.
• Identify root causes and drive process improvements and automation.
• Collaborate with Sales, Finance, Credit, and Operations on cases.

Skills

Cloud vendor support

Billing operations

Ticketing systems

Documentation

English communication

Tools

Zendesk

Freshdesk

ServiceNow

Dynamics

Acronis platform

Job description

Ingram Micro Inc. in Taguig City, Philippines, 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 licensing and billing, resolving complex partner issues while creating documentation, tooling, and knowledge base content to make expertise repeatable. This role demands ownership, proactive problem solving, and collaboration with Sales, Finance, and Operations.