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About the role
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:
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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
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Provide expert support across the wider portfolio, including Microsoft CSP (licence assignment, subscription changes, billing reconciliation) and AWS billing and account queries
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Resolve complex partner scenarios end to end, including:
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Billing discrepancies, charge disputes, and invoice reconciliation
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Subscription transfers, upgrades, downgrades, and cancellations
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Account provisioning, unlinking, offboarding, and credit issuance
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Work directly with vendor support teams, Partner Development Managers (PDMs), and internal Billing, AP, and Operations teams to drive resolution
Knowledge Ownership & Team Capability:
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Own and maintain documented runbooks and SOPs for all Acronis processes - a core deliverable of the role, not an adjunct to it
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Cross-train colleagues so that no vendor specialism depends on a single individual; act as escalation point while actively reducing that dependency
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Build partner-facing knowledge base content and Zendesk macros for recurring issue types, and support onboarding of new team members
Operational Excellence & Process Improvement:
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Own an assigned partner queue, maintaining SLA adherence, ticket hygiene, and accurate status management in Zendesk
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Identify root causes of recurring issues and eliminate them through process change, automation, or upstream fixes rather than repeat manual handling
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Contribute to improvement of key metrics: SLA adherence, first-contact resolution (FCR), resolution time (MTTR), and CSAT
Cross-Functional Collaboration & Insight:
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Partner with:
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Sales / GTM teams on partner communication and case intake quality
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Finance & Billing teams on invoice validation and credit processing
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Credit & Collections on payment disputes and account holds
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Operations teams on account lifecycle execution
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Track vendor-specific ticket trends and surface systemic issues, process gaps, and automation opportunities to leadership
Required Qualifications
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3+ years of experience in cloud vendor support, partner/reseller support, or cloud operations
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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
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Proven experience resolving billing discrepancies, subscription changes, and account lifecycle actions in a reseller or distribution model
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Experience with ticketing systems (Zendesk preferred; Freshdesk, ServiceNow, Dynamics acceptable)
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Strong written English - partner-facing written communication is a primary output of this role
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Demonstrated ability to document processes clearly enough for others to follow
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Availability to work EMEA-aligned hours
Preferred Qualifications
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Working knowledge of Microsoft CSP billing and licensing
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Exposure to AWS Billing & Cost Management (Cost Explorer, CUR, Budgets) and reseller margin structures