Senior Support Engineer - Partner Support at Ingram Micro · Philippin…

Senior Support Engineer - Partner Support
Location: Taguig City, Philippines
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 team
Other Information:
Shift Schedule: EMEA
Work Setup: Hybrid setup - 10x a month RTO