Partner Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Investigate and resolve complex platform, cloud, billing, licensing, and migration challenges.

• Navigate intricate escalations while maintaining a balance between technical precision and partner satisfaction.

• Collaborate with engineering teams for in-depth investigations when necessary.

• Guide partners through vendor technologies and marketplace procedures.

• Work closely with Tier 1 support, Product, Engineering, Sales, and Vendor teams.

• Identify root causes and contribute to sustainable solutions.

• Enhance operational excellence across global support teams.

• Create and maintain knowledge articles, troubleshooting guides, and support playbooks.

• Share knowledge through training and enablement sessions.

• Identify opportunities to streamline processes and enhance partner experiences.

• Embrace automation, emerging technologies, and AI-driven support practices.

• Contribute innovative ideas that support Pax8's growth and efficiency.

⛳️ Requirements

• Proven experience in technical support within cloud, cybersecurity, SaaS, marketplace, or managed services environments.

• Demonstrated effectiveness in managing complex escalations and advanced troubleshooting scenarios.

• Significant experience with cloud technologies, subscriptions, licensing, identity management, migrations, or modern IT infrastructure.

• Familiarity with ecosystems of vendors such as Microsoft, CrowdStrike, SentinelOne, Bitdefender, BitTitan, or similar.

• Ability to clearly document issues and communicate technical concepts to both technical and non-technical audiences.

• Strong analytical skills and structured troubleshooting capabilities.

• Experience with support and case management platforms.

• Proven expertise across various Pax8 product or vendor categories and relevant industry certifications.

• Bachelor's degree in a related field or equivalent practical experience.

• Valid authorization to work in the United States.

• Successful candidates must undergo pre-employment ID verification, reference checks, qualification assessments, and potentially criminal and financial checks.

🏝️ Benefits

• 401(k) with Company Match.

• Medical, Dental & Vision Coverage.

• Employee Assistance Program (EAP).

• Employer-Paid Life, AD&D, Short-Term Disability & Long-Term Disability Insurance.

• Flexible Open PTO.

• Paid Sick Leave.

• Paid Parental Leave.

• RTD EcoPass (for eligible Colorado-based employees).

• Internal development hub.

• Learning & Development trainers.

• AI-powered tools and cloud mentors.

• Cross-continent collaboration.

• Opportunities for career growth and internal mobility.