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

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

Company

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

What you will do

• Serve as the subject matter expert for Acronis licensing, subscriptions, consumption billing, tenant provisioning, quotas, renewals, and partner console issues.
• Support Microsoft CSP and AWS billing and account queries across the wider cloud portfolio.
• Resolve billing discrepancies, charge disputes, invoice reconciliation, subscription changes, account provisioning, offboarding, and credit issuance.
• Coordinate with vendor support, Partner Development Managers, Sales, Finance, Billing, Credit and Collections, and Operations teams.
• Own partner queues in Zendesk, maintain SLA adherence and ticket hygiene, and improve FCR, MTTR, and CSAT.
• Identify recurring issues and address root causes through process changes, automation, and upstream fixes.

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 SME.
• Experience resolving billing discrepancies, subscription changes, and account lifecycle actions in a reseller or distribution environment.
• Experience with Zendesk or another ticketing system such as Freshdesk, ServiceNow, or Dynamics.
• Strong written English is required for partner-facing communication.
• Ability to document processes clearly and work EMEA-aligned hours.

Nice to have

• Microsoft CSP billing and licensing knowledge.
• AWS Billing & Cost Management experience, including Cost Explorer, CUR, and Budgets.
• 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 define its operating processes.
• Gain 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 availability for different shift schedules.