Lead Support Engineer - Partner Support (AWS)

Ingram Micro•Buffalo, NY

About The Position

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. Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey! 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.

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
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

Nice To Haves

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

Responsibilities

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
Leverage deep knowledge of AWS Billing & Cost Management Cost Explorer, AWS Budgets, Cost & Usage Reports (CUR) Marketplace billing and reseller margin structures
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
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)
Partner with Sales / GTM teams to improve case intake and partner communication
Finance & Billing teams to validate invoices and process credits
Credit / Collections (AWOL) to resolve payment disputes
Operations teams to execute account lifecycle actions
Influence stakeholders to drive consistent and scalable support outcomes
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