Senior Support Engineer - Partner Support

• 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