Senior Support Engineer - Partner Support

**It's fun to work in a company where people truly BELIEVE in what they're doing!** 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