Senior Support Engineer - Partner Support (Acronis, Microsoft CSP, AWS)

About the role

Ingram Micro is looking for a Senior Support Engineer - Partner Support to deliver expert, multi-vendor support to its cloud reseller partners across EMEA. The 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 makes that expertise repeatable.

Key responsibilities

• Act as the team's Acronis SME: licensing and subscriptions, consumption billing, tenant provisioning, quota and seat management, renewals and partner console issues
• Support the wider portfolio, including Microsoft CSP (licence assignment, subscription changes, billing reconciliation) and AWS billing and account queries
• Resolve complex partner cases end to end: billing discrepancies, charge disputes, invoice reconciliation, subscription transfers, upgrades, downgrades and cancellations, account provisioning, offboarding and credit issuance
• Work with vendor support teams, Partner Development Managers and internal Billing, AP and Operations teams
• Own and maintain documented runbooks and SOPs for Acronis processes, cross-train colleagues and build partner-facing knowledge base content and Zendesk macros
• Own an assigned partner queue, keeping SLAs, ticket hygiene and status management in Zendesk, and improve SLA, FCR, MTTR and CSAT
• Partner with Sales, Finance and Billing, Credit and Collections and Operations teams, and surface ticket trends and process gaps to leadership

Required profile

• 3+ years in cloud vendor support, partner/reseller support or cloud operations
• Hands-on knowledge of Acronis partner and billing operations, or equivalent depth in another cloud vendor with capacity to become the Acronis SME quickly
• Proven experience resolving billing discrepancies, subscription changes and account lifecycle actions in a reseller or distribution model
• Strong written English and ability to document processes clearly
• Availability for EMEA-aligned hours; hybrid setup with 10 days a month return to office

Required skills

• Ticketing systems (Zendesk preferred; Freshdesk, ServiceNow, Dynamics acceptable)
• Preferred: Microsoft CSP billing and licensing, AWS Billing and Cost Management (Cost Explorer, CUR, Budgets), vendor certifications, distribution or MSP-facing support experience, process improvement or automation experience

What we offer

• A support function in active transformation with executive sponsorship and a clear mandate
• Genuine ownership of a vendor specialism and a defined progression path within a growing EMEA-facing team
• Direct exposure to Acronis, Microsoft, AWS and the wider Ingram Micro cloud ecosystem