About this role
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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