Senior Support Engineer - Partner Support

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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