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# Lead Support Engineer - Partner Support (AWS)

- **Company:** Ingram Micro Inc.
- **Location:** Buffalo, NY, United States
- **Experience:** Expert
- **Salary:** $56,000.0 - $89,600.0
- **Contract:** Permanent contract
- **Skills:** Amazon Web Services, Data Analysis, Cloud Computing, Issue Tracking Systems, Microsoft Dynamics, PDMS, Mttr, Zendesk, Marketplace
- **Published:** July 25, 2026
- **Apply:** https://www.disabledperson.com/jobs/73848734-lead-support-engineer-partner-support-aws

## About the Role

* 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

 * 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

## Description

* 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)
 * 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

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
 * 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

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, * 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


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