Sr. Associate, Customer Support (SME Acronis, AWS Support, Zendesk, Billing)

Location: Taguig City, Philippines; hybrid setup with 10 required return-to-office days per month. EMEA-aligned hours are required, with possible North America coverage.

Company

hirify.global is a global technology company serving the business-to-business IT sales channel with products, cloud services, and a digital platform.

What you will do

• Provide expert partner support for Acronis licensing, subscriptions, consumption billing, tenant provisioning, quotas, renewals, and partner console issues.
• Resolve Microsoft CSP and AWS billing, subscription, account, and provisioning cases end to end.
• Handle billing discrepancies, disputes, invoice reconciliation, transfers, upgrades, downgrades, cancellations, offboarding, and credit issuance.
• Coordinate resolutions with vendor support, Partner Development Managers, Billing, Finance, Accounts Payable, Credit and Collections, Sales, and Operations.
• Own a Zendesk partner queue, maintaining SLA adherence, ticket hygiene, accurate statuses, and key support metrics.
• Identify recurring issues and improve processes through documentation, automation, knowledge-base content, and Zendesk macros.

Requirements

• 3+ years of experience in cloud vendor support, partner or reseller support, or AWS 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.
• Experience resolving billing discrepancies, subscription changes, and account lifecycle actions in a reseller or distribution model.
• Experience with ticketing systems; Zendesk is preferred, with Freshdesk, ServiceNow, or Dynamics also accepted.
• Strong written English for partner-facing communication and availability for EMEA-aligned hours.
• Ability to document processes clearly and train colleagues.

Nice to have

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

Culture & Benefits

• Ownership of a vendor specialism within a support function undergoing transformation.
• Executive sponsorship and a mandate to improve support operations.
• Direct exposure to Acronis, Microsoft, AWS, and the broader hirify.global cloud ecosystem.
• Progression opportunities within a growing EMEA-facing team.