Beschreibung
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
