Manager, Partner Support Engineer

Summary

Join Pax8 as a Manager, Partner Support Engineer and lead a high-performing team handling escalations, vendor and partner support, order management, and billing inquiries. Manage, coach, and optimize team performance, ensuring continuous improvement and customer satisfaction. Oversee and manage escalations, ensuring timely resolution and clear communication. Define and track KPIs to measure team performance. Collaborate with product, engineering, and sales teams. Maintain knowledge management practices and utilize CRM systems. Guide the enablement and onboarding of new hires. Stay current on SaaS trends and platform updates. This role requires strong leadership, communication, and problem-solving skills, along with experience managing support teams in a fast-growing tech company.

Requirements

• 3-5 years of support management experience leading support teams at scale, ideally within a fast-growing tech company or SaaS environment
• Proven experience managing teams in a global, distributed environment
• Strong background in performance management, with experience using metrics and data to drive continuous improvement
• Proficient in using CRM systems, like ServiceNow, Salesforce and similar ticketing/issue tracking platforms
• Strong understanding of SaaS platforms, order management, billing systems, and license mobility
• Knowledge of best practices for knowledge management and creating scalable support processes
• Exceptional written and verbal communication skills, with the ability to clearly articulate complex issues and solutions to both technical and non-technical stakeholders
• Strong interpersonal skills with the ability to manage relationships both internally and externally
• Strong leadership abilities with experience in motivating and managing teams towards success
• Excellent organizational and multitasking skills, with the ability to balance competing priorities in a fast-paced environment
• A results-oriented, customer-first mindset, with the ability to drive outcomes through strategic leadership
• Demonstrated ability to build and maintain a positive and productive team culture, even in challenging times
• B.A./B.S. in related field or equivalent work experience
• Compassionate Candour—We aim to assist others with candid, actionable feedback
• Seek to Understand—Be open, curious and committed to learning
• We Before Me—Actively collaborate and seek out diverse perspectives to ensure a win for Team Pax8
• Do What You Say—Take ownership and honor your commitments; prioritize and deliver
• Light Up Learning—Be brave and try new ideas; be vulnerable and share your failures so everyone can learn from our mistakes
• Driven by Passion—Connects personal passion to Pax8 mission, resilient in face of adversity and uncertainty in pursuit of mission

Responsibilities

• Lead, manage, and inspire a team of Partner Support Engineers, Specialists, and Escalation Engineers
• Implement performance management practices, including setting clear goals, monitoring metrics, providing feedback, and conducting performance reviews around OKR’s
• Foster a culture of continuous improvement, collaboration, and swarming to solve complex problems effectively and efficiently
• Drive team engagement through regular one-on-ones, coaching, training, and professional development opportunities
• Oversee and manage escalations from both internal teams and external partners/vendors, ensuring timely resolution and clear communication
• Own critical escalations to ensure customer satisfaction and partner success, working cross-functionally to resolve issues when necessary
• Serve as the escalation point for high-priority cases and ensure that they are handled in a structured and efficient manner
• Define and track KPIs to measure team performance, ensuring that goals are met and support processes are optimized
• Leverage data and insights to identify trends, opportunities for improvement, and operational inefficiencies
• Continuously improve the customer and partner support experience through process optimization, automation, and effective resource management
• Assist Managers with collaboration with product, engineering, and sales teams to ensure that partner and vendor issues are addressed swiftly and that feedback loops are closed
• Maintain open lines of communication with senior leadership, providing regular updates on support performance, challenges, and successes
• Ensure that knowledge management practices are maintained, and that internal knowledge bases are up-to-date, easily accessible, and leveraged by the team
• Utilize CRM systems such as ServiceNow to manage support tickets, track cases, and streamline issue resolution
• Champion best practices for knowledge sharing, both internally and externally with partners
• Guide the enablement and onboarding of new hires into Partner Support
• Encourage a culture of continuous learning within the team through feedback, knowledge sharing, and professional development opportunities
• Stay current on SaaS trends, MSP challenges, and platform updates to maintain high-quality support standards
• Drive your own personal development and performance improvements by participating in learning paths on Elev8, taking part in Pax8 L&D programs, receiving peer or manager coaching, taking on stretch projects or on the job training

Benefits

• Non-Commissioned Bonus Plans or Variable Commission
• 401(k) plan with employer match
• Medical, Dental & Vision Insurance
• Employee Assistance Program
• Employer Paid Short & Long Term Disability, Life and AD&D Insurance
• Flexible, Open Vacation
• Paid Sick Time Off
• Extended Leave for Life events
• RTD Eco Pass (For local Colorado Employees)
• Career Development Programs
• Stock Option Eligibility
• Employee-led Resource Groups