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Job Description:
OverviewWe 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 ResponsibilitiesVendor 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
- 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
- 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
- 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
- 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 team
Other Information:
Shift Schedule: EMEA
Work Setup: Hybrid setup - 10x a month RTO
Skills Required
- 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 equivalent vendor platform expertise
- Proven experience resolving billing discrepancies, subscription changes, and account lifecycle actions in a reseller/distribution model
- Experience with ticketing systems (Zendesk preferred; Freshdesk, ServiceNow, Dynamics acceptable)
- Strong written English and partner-facing written communication skills
- Demonstrated ability to document processes clearly (runbooks, SOPs, knowledge base)
- Availability to work EMEA-aligned hours
- Working knowledge of Microsoft CSP billing and licensing
- Exposure to AWS Billing & Cost Management (Cost Explorer, CUR, Budgets)
- Vendor certifications (Acronis, Microsoft, AWS Cloud Practitioner)
- Experience in a distribution or MSP-facing support environment
- Process improvement, automation, or AI transformation experience
Ingram Micro Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ingram Micro and has not been reviewed or approved by Ingram Micro.
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Strong & Reliable Incentives — Feedback suggests bonus eligibility is common and commission structures can lift total earnings in sales roles. Pay is described as solid and reliably on time in many contexts.
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Healthcare Strength — Feedback suggests the health offering is comprehensive, with multiple medical options including a copay-only plan and an HSA plan with employer funding. Wellness programs, pharmacy support, and an EAP reinforce the package.
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Retirement Support — Feedback suggests retirement support includes a 401(k) with company match and automatic savings features. This provides a structured foundation for long-term savings.
Ingram Micro Insights
What We Do
Ingram Micro helps businesses Realize the Promise of Technology™. It delivers a full spectrum of global technology and supply chain services to businesses around the world. Deep expertise in technology solutions, mobility, cloud, and supply chain solutions enables its business partners to operate efficiently and successfully in the markets they serve. Unrivaled agility, deep market insights and the trust and dependability that come from decades of proven relationships, set Ingram Micro apart and ahead.
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