Lead Support Engineer - Partner Support (AWS)

Accelerate your career. Join the organization that's driving the world's technology and shape the future. Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart.

About the role

We are seeking a high-impact Lead Support Engineer – Partner Support to lead advanced support operations for our AWS partner ecosystem. This role blends deep AWS billing expertise, leadership capabilities, and operational excellence. You will act as the senior escalation point and subject matter expert, driving resolution of complex partner issues while shaping the future of support through process transformation, automation, and data-driven insights.

Responsibilities

• Leadership & Escalation Management:
  • Serve as the primary escalation lead (L3) for high-severity partner issues across billing, credits, and account lifecycle
  • Drive end-to-end ownership of complex cases, ensuring timely and accurate resolution
  • Mentor and guide support engineers, promoting best practices and continuous learning
  • Act as a trusted advisor to internal stakeholders and partners
• AWS Expertise & Partner Support:
  • Leverage deep knowledge of AWS Billing & Cost Management, Cost Explorer, AWS Budgets, Cost & Usage Reports (CUR)
  • Resolve complex scenarios including:
    • Billing discrepancies and charge disputes
    • Credit validation, reconciliation, and issuance
    • Account unlinking, offboarding, and root access recovery
  • Collaborate directly with AWS Support, Partner Development Managers (PDMs), and vendor teams
  • Understand Marketplace billing and reseller margin structures
• Operational Excellence & Process Improvement:
  • Lead initiatives to identify root causes and eliminate recurring issues
  • Design and implement:
    • Standard operating procedures (SOPs)
    • Scalable workflows and automation opportunities
    • Knowledge base and partner communication frameworks
  • Improve key metrics such as SLA adherence, resolution time (MTTR), and first-contact resolution (FCR)
• Cross-Functional Collaboration:
  • Partner with Sales / GTM teams to improve case intake and partner communication
  • Work with Finance & Billing teams to validate invoices and process credits
  • Collaborate with Credit / Collections (AWOL) to resolve payment disputes
  • Engage with Operations teams to execute account lifecycle actions
  • Influence stakeholders to drive consistent and scalable support outcomes
• Analytics & Continuous Improvement:
  • Analyze support trends and billing data to identify:
    • Systemic issues and process gaps
    • Opportunities for automation and cost optimization
  • Deliver actionable insights to leadership and contribute to strategic decision-making

Requirements

• 5+ years of experience in AWS support, cloud operations, or partner/reseller support
• Strong hands-on expertise in:
  • AWS Billing & Cost Management tools (Cost Explorer, CUR, Budgets)
  • Handling billing disputes, credits, and account lifecycle management
• Proven ability to lead complex escalations and cross-functional initiatives
• Experience with ticketing systems (Zendesk, Freshdesk, Dynamics, etc.)
• Excellent communication, analytical, and stakeholder management skills

Qualifications

• AWS Certifications (Cloud Practitioner, Solutions Architect)
• Experience with CloudCheckr or similar tools
• Process improvement and automation & AI transformation experience

Leadership Competencies

• Ability to lead without authority across multiple teams
• Strong decision-making in high-pressure, ambiguous situations
• Proactive mindset focused on prevention vs. reaction
• Commitment to mentorship, knowledge sharing, and team development

Benefits

• Strategic leadership role in a growing cloud ecosystem
• Opportunity to work closely with AWS and partners
• Drive transformation in support operations and automation
• Influence how partner support scales for the future
• U.S.-based employees have access to:
  • Healthcare benefits
  • Paid time off and parental leave
  • 401(k) plan and company match
  • Short-term and long-term disability coverage
  • Basic life insurance
  • Wellbeing benefits
• Eligibility for additional rewards, including:
  • Merit increases
  • Annual bonus or sales incentives
  • Long-term incentives

Pay

The typical base pay range for this role across the U.S. is USD $56,000.00 - $89,600.00 per year. The range reflects the potential annual base pay for all roles; the applicable base pay range will depend on the candidate’s primary work location, pay grade, and variable compensation plan. Individual base pay within each range depends on various factors, including the complexity and responsibility of the role, job duties/requirements, and relevant experience and skills. New hires typically start in the bottom half (between the minimum and midpoint) of the pay range.