Partner Support Engineer L2

Summary

Join Pax8's Global Partner Support team as a Partner Support Engineer, providing technical assistance to partners on our platform. You will handle inbound support requests, troubleshoot issues, and coordinate with vendors. Responsibilities include managing partner onboarding, resolving technical issues, and creating knowledge articles. The ideal candidate possesses advanced technical support skills, experience with MSPs, and familiarity with marketplace platforms. Strong problem-solving, communication, and collaboration skills are essential. This role offers a competitive salary and a comprehensive benefits package.

Requirements

• Advanced demonstrated skillset in a technical support or customer support role, ideally in a SaaS environment
• Familiarity with marketplace platforms and the operations involved (e.g., orders, billing, migrations)
• Proficiency with tools like Microsoft Outlook and MS Teams for email and team communication
• Strong problem-solving skills, including the ability to troubleshoot technical issues quickly and effectively
• Exceptional written and verbal communication skills, with an ability to explain complex technical issues in an accessible and clear manner
• Strong customer service orientation, with a talent for defusing frustrating situations and maintaining positive partner relationships
• Ability to analyze large volumes of information, identify patterns, and apply logical reasoning to solve complex technical issues
• Capability to balance short-term resolutions with long-term solutions to recurring issues
• Self-motivated and proactive, with a strategic, creative mindset and a drive for excellence
• Ability to work collaboratively with cross-functional teams and external partners to achieve shared goals
• Willingness and proven experience of learning and adapting in a fast paced, dynamic, and progressive environment
• 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
• Proven expertise in 1 Pax8 Product or Vendor Category (Security, Continuity, Infrastructure, OR Productivity)
• At least 3 Pax8 or Vendor job specific certifications (Must be associate level certs or above)
• B.A./B.S. in a related field or equivalent work experience

Responsibilities

• Handle inbound technical support requests through multiple channels: phone, email, web, and chat, related to internal platform functionality, orders & billing, customer migrations, and channel changes
• Document and manage partner issues accurately, ensuring thorough and timely case documentation and follow-ups
• Troubleshoot and resolve issues related to platform functionality, orders, and integrations with third-party vendors, ensuring minimal disruption to MSP operations
• Assist in managing partner onboarding and migrations, guiding them through the transition process as necessary
• Provide support and coordination for external vendors on the marketplace (e.g., Microsoft, CrowdStrike, SentinelOne, Bitdefender, BitTitan, etc.), including troubleshooting, escalations, and vendor-specific technical assistance
• Act as a liaison between our internal teams and external vendors to ensure timely resolution of technical issues, product enhancements, and platform integration challenges
• Work closely with vendors to resolve complex technical issues and escalate where necessary
• Triage incoming support cases, ensuring appropriate escalation when needed, and follow established procedures for issue resolution
• Research, create, and maintain knowledge articles to help streamline future issue resolution and provide partners with self-service options
• Identify recurring issues or patterns and collaborate with the Product and Engineering teams to drive long-term solutions
• Serve as the main point of contact for partners, ensuring clear, professional, and empathetic communication throughout issue resolution
• Proactively manage partner expectations and provide regular updates on issue status, resolution timelines, and next steps
• Develop strong relationships with key partners to foster trust and ensure the long-term success of the partnership
• Collaborate cross-functionally with internal teams (Product, Engineering, Sales, etc.) to resolve complex partner issues and improve product offerings
• Stay up-to-date with industry best practices, new technologies, and internal product changes that may impact partners
• Demonstrate a commitment to continuous improvement, actively seeking new challenges and development opportunities for growth
• 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

Preferred Qualifications

• Experience supporting Managed Services Providers (MSPs) or within a similar partner-driven ecosystem is preferred
• Understanding of key technologies used by MSPs and marketplace vendors, including Microsoft, CrowdStrike, SentinelOne, Bitdefender, BitTitan, etc. is a plus

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