Senior Support Engineer - Partner Support
Core
Senior Support Engineer delivering expert multi-vendor billing and account lifecycle support to cloud reseller partners across EMEA, specializing in Acronis.
Role type
Senior IC support engineer (partner billing & account operations)
Builds
Partner-facing knowledge base, runbooks, SOPs, and Zendesk macros
Domain
Cloud services reseller ecosystem (Acronis, Microsoft CSP, AWS)
Deliverable
client delivery
Required skills
cloud vendor support, partner/reseller support, cloud operations, billing discrepancy resolution, subscription management, account lifecycle actions, ticketing systems, process documentation, written English
Preferred skills
Microsoft CSP billing, AWS Billing & Cost Management, vendor certifications, distribution/MSP support environment, process improvement, automation
Technologies
Acronis, Microsoft CSP, AWS, Zendesk, Freshdesk, ServiceNow, Dynamics
Responsibilities
Resolve complex partner billing and account issues end-to-end; maintain documented runbooks and SOPs for Acronis processes; cross-train colleagues to reduce single-point dependencies; manage assigned partner queue and SLA adherence; identify root causes and drive process improvements; collaborate with Sales, Finance, and Operations teams.
Seniority
Senior, hands-on IC