{"id":1727448,"url":"https://alion.io/job/ingram-micro-senior-support-engineer-partner-support","title":"Senior Support Engineer - Partner Support","company":{"id":653,"name":"Ingram Micro","domain":"ingrammicro.com","url":"https://alion.io/company/ingram-micro","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":13500,"max_usd":35000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":419},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Freshdesk","optional":false},{"name":"ServiceNow","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-08-10T00:00:00Z","employer_posted_date":"2026-08-10","last_verified_at":"2026-10-04T22:20:13Z","board_verified":true,"closed_at":null,"days_open":56,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":56},"description":"It's fun to work in a company where people truly BELIEVE in what they're doing!\nJob Description:\nOverview\nWe 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.\nKey Responsibilities\nVendor Expertise & Partner Resolution:\nAct 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\nProvide expert support across the wider portfolio, including Microsoft CSP (licence assignment, subscription changes, billing reconciliation) and AWS billing and account queries\nResolve complex partner scenarios end to end, including:Billing discrepancies, charge disputes, and invoice reconciliation\nSubscription transfers, upgrades, downgrades, and cancellations\nAccount provisioning, unlinking, offboarding, and credit issuance\n\nWork directly with vendor support teams, Partner Development Managers (PDMs), and internal Billing, AP, and Operations teams to drive resolution\nKnowledge Ownership & Team Capability:\nOwn and maintain documented runbooks and SOPs for all Acronis processes - a core deliverable of the role, not an adjunct to it\nCross-train colleagues so that no vendor specialism depends on a single individual; act as escalation point while actively reducing that dependency\nBuild partner-facing knowledge base content and Zendesk macros for recurring issue types, and support onboarding of new team members\nOperational Excellence & Process Improvement:\nOwn an assigned partner queue, maintaining SLA adherence, ticket hygiene, and accurate status management in Zendesk\nIdentify root causes of recurring issues and eliminate them through process change, automation, or upstream fixes rather than repeat manual handling\nContribute to improvement of key metrics: SLA adherence, first-contact resolution (FCR), resolution time (MTTR), and CSAT\nCross-Functional Collaboration & Insight:\nPartner with:Sales / GTM teams on partner communication and case intake quality\nFinance & Billing teams on invoice validation and credit processing\nCredit & Collections on payment disputes and account holds\nOperations teams on account lifecycle execution\n\nTrack vendor-specific ticket trends and surface systemic issues, process gaps, and automation opportunities to leadership\nRequired Qualifications\n3+ years of experience in cloud vendor support, partner/reseller support, or cloud operations\nHands-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\nProven experience resolving billing discrepancies, subscription changes, and account lifecycle actions in a reseller or distribution model\n Experience with ticketing systems (Zendesk preferred; Freshdesk, ServiceNow, Dynamics acceptable)\nStrong written English - partner-facing written communication is a primary output of this role\nDemonstrated ability to document processes clearly enough for others to follow\nAvailability to work EMEA-aligned hours\nPreferred Qualifications\nWorking knowledge of Microsoft CSP billing and licensing\nExposure to AWS Billing & Cost Management (Cost Explorer, CUR, Budgets) and reseller margin structures\nVendor certifications (Acronis, Microsoft, AWS Cloud Practitioner)\nExperience in a distribution or MSP-facing support environment\nProcess improvement, automation, or AI transformation experience\nCore Competencies\nOwnership - takes a case to resolution rather than to the next queue\nProactive mindset - focused on prevention over reaction; flags emerging issues before partners raise them\nClarity under pressure - sound decision-making in ambiguous, high-visibility situations\nKnowledge sharing - instinctively documents and teaches rather than retaining expertise personally\nPartner empathy - understands that billing issues carry real commercial consequences for partners\nWhy Join Us\nJoin a support function in active transformation, with executive sponsorship and a clear mandate\nGenuine ownership of a vendor specialism and the opportunity to define how it is run\nDirect exposure to Acronis, Microsoft, AWS, and the wider Ingram Micro cloud ecosystem\nClear progression path within a growing EMEA-facing team\nOther Information:\nShift Schedule: EMEA\nWork Setup: Hybrid setup - 10x a month RTO","description_format":"text","description_chars":4779,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Resellers & VARs","Electronic Components Distribution"],"lifecycle":[{"event":"open","at":"2026-10-02T22:35:41Z"}],"visa":[],"liveness":{"score":22,"band":"cold","label":"Long shot","p_open":1,"p_active":0.624,"p_room":0.36,"age_days":55,"expected_fill_days":30,"reasons":["conf:1","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-04T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/ingram-micro-senior-support-engineer-partner-support","json_url":"https://alion.io/job/ingram-micro-senior-support-engineer-partner-support.json","meta":{"generated_at":"2026-10-05T00:11:37Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":117,"day_limit":5000,"remaining_today":4883,"minute_limit":60,"resets_at":"2026-10-06T00:00:00Z"}}}