Senior Support Engineer - Partner Support

Ingram Micro Inc.; Philippines; On-site; 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

## Senior Support Engineer - Partner SupportApplylocations: Taguig City, Philippinestime type: Full timeposted on: Posted Todayjob requisition id: R-116810**It's fun to work in a company where people truly BELIEVE in what they're doing!**Job Description:# **Overview**We are seeking a **Senior Support Engineer - Partner Support** to deliver expert, multi-vendor support to our cloud reseller partners across EMEA. This role combines **deep vendor billing expertise, partner-facing ownership, and process discipline**. You will be the team’s subject matter expert for Acronis and a strong contributor across the wider cloud portfolio - resolving complex partner issues while building the documentation, tooling, and knowledge base that make that expertise repeatable across the team.# **Key Responsibilities****Vendor Expertise & Partner Resolution:*** 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, charge disputes, and invoice reconciliation + Subscription transfers, upgrades, downgrades, and cancellations + Account provisioning, unlinking, offboarding, and credit issuance* Work directly with **vendor support teams, Partner Development Managers (PDMs), and internal Billing, AP, and Operations teams** to drive resolution**Knowledge Ownership & Team Capability:*** **Own and maintain documented runbooks and SOPs** for all Acronis processes - a core deliverable of the role, not an adjunct to it* Cross-train colleagues so that no vendor specialism depends on a single individual; act as escalation point while actively reducing that dependency* Build partner-facing knowledge base content and Zendesk macros for recurring issue types, and support onboarding of new team members**Operational Excellence & Process Improvement:*** Own an assigned partner queue, maintaining **SLA adherence, ticket hygiene, and accurate status management** in Zendesk* Identify root causes of recurring issues and eliminate them through process change, automation, or upstream fixes rather than repeat manual handling* Contribute to improvement of key metrics: **SLA adherence, first-contact resolution (FCR), resolution time (MTTR), and CSAT****Cross-Functional Collaboration & Insight:*** Partner with: + **Sales / GTM teams** on partner communication and case intake quality + **Finance & Billing teams** on invoice validation and credit processing + **Credit & Collections** on payment disputes and account holds + **Operations teams** on account lifecycle execution* Track vendor-specific ticket trends and surface systemic issues, process gaps, and automation opportunities to leadership# **Required Qualifications*** 3+ years of experience in **cloud vendor support, partner/reseller support, or cloud operations*** 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# **Preferred Qualifications*** Working knowledge of Microsoft CSP billing and licensing* Exposure to AWS Billing & Cost Management (Cost Explorer, CUR, Budgets) and reseller margin structures* Vendor certifications (Acronis, Microsoft, AWS Cloud Practitioner)* Experience in a distribution or MSP-facing support environment* Process improvement, automation, or AI transformation experience# **Core Competencies*** **Ownership** - takes a case to resolution rather than to the next queue* **Proactive mindset** - focused on prevention over reaction; flags emerging issues before partners raise them* **Clarity under pressure** - sound decision-making in ambiguous, high-visibility situations* **Knowledge sharing** - instinctively documents and teaches rather than retaining expertise personally* **Partner empathy** - understands that billing issues carry real commercial consequences for partners# **Why Join Us*** Join a support function in active transformation, with executive sponsorship and a clear mandate* Genuine ownership of a vendor specialism and the opportunity to define how it is run* Direct exposure to Acronis, Microsoft, AWS, and the wider Ingram Micro cloud ecosystem* Clear progression path within a growing EMEA-facing teamOther Information:Shift Schedule: EMEAWork Setup: Hybrid setup - 10x a month RTO