Sr. Associate, Customer Support (Engineer - Partner Support)

Location: Hybrid setup in Taguig City, Philippines, with required office attendance 10 times per month; working hours aligned with EMEA

Company

hirify.global is a global technology distributor providing cloud, vendor, and partner-support services across a broad technology ecosystem.

What you will do

• Act as the subject matter expert for Acronis licensing, subscription models, billing, provisioning, quota and seat management, renewals, and partner console issues.
• Support Microsoft CSP and AWS billing and account queries, resolving subscription changes, disputes, reconciliations, transfers, cancellations, and account lifecycle actions.
• Work with vendor support, Partner Development Managers, Billing, Finance, Credit, Collections, and Operations teams to drive cases to resolution.
• Own partner queues in Zendesk, maintaining SLA adherence, ticket hygiene, status accuracy, and strong partner communication.
• Create Acronis runbooks, SOPs, knowledge-base content, and Zendesk macros while cross-training colleagues and supporting onboarding.
• Identify recurring issues and improve SLA, FCR, MTTR, and CSAT through process changes, automation, and upstream fixes.

Requirements

• 3+ years of experience in cloud vendor support, partner or reseller support, or cloud operations.
• Hands-on Acronis partner and billing operations experience, or comparable cloud vendor expertise with the ability to become an Acronis subject matter expert quickly.
• Experience resolving billing discrepancies, subscription changes, account lifecycle actions, and reseller or distribution-model cases.
• Experience with ticketing systems, preferably Zendesk; Freshdesk, ServiceNow, or Dynamics are also acceptable.
• Strong written English is required for partner-facing communication, and availability for EMEA-aligned hours is required.
• Ability to document processes clearly and teach others to follow them.

Nice to have

• Microsoft CSP billing and licensing knowledge.
• AWS Billing & Cost Management experience, including Cost Explorer, CUR, Budgets, or reseller margin structures.
• Acronis, Microsoft, or AWS Cloud Practitioner certifications.
• Distribution, MSP-facing support, process improvement, automation, or AI transformation experience.

Culture & Benefits

• Join a support function undergoing active transformation with executive sponsorship.
• Own a vendor specialism and help define how its processes are operated.
• Gain direct exposure to Acronis, Microsoft, AWS, and the wider hirify.global cloud ecosystem.
• Work in a growing EMEA-facing team with a clear progression path.
• Hybrid work setup with office attendance 10 times per month.