No matter who you are, Pax8 is a place you can call home. We know there’s no such thing as a “perfect” candidate, so we don’t look for the right “fit” – instead, we look for the add. We encourage you to apply for a role at Pax8 even if you don’t meet 100% of the bullet points. We believe in cultivating an environment with a diversity of perspectives, in hopes that we can all thrive in an inclusive environment.
We are only as great as our people. And we have great people all over the world. No matter where you live and work, you’re a part of the Pax8 team. This means embracing hybrid- and remote-work whenever possible.
Position Summary:
We are seeking a highly motivated and experienced Partner Support Engineer to join our dynamic Global Partner Support team. This position will support our Partners MSP’s by providing technical assistance for a wide range of services on our platform. The Partner Support Engineer will act as a critical point of contact for both internal teams and external vendors, ensuring efficient issue resolution and excellent partner communication. The role includes supporting a variety of marketplace-related functions, such as platform operations, orders & billing, change of channel, and customer migrations. This is an exciting opportunity for a problem-solver with a passion for customer service, technical troubleshooting, and cross-functional collaboration.
Essential Responsibilities (includes, but is not limited to):
- Internal Platform & Marketplace Support
- 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.
- External Vendor Support
- 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.
- Issue Triage & Knowledge Management
- 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.
- Partner Communication & Relationship Building
- 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.
- Collaboration & Continuous Learning
- 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
Ideal Skills, Experience, and Competencies:
- Advanced demonstrated skillset in a technical support or customer support role, ideally in a SaaS environment.
- Experience supporting Managed Services Providers (MSPs) or within a similar partner-driven ecosystem is preferred.
- 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.
- Understanding of key technologies used by MSPs and marketplace vendors, including Microsoft, CrowdStrike, SentinelOne, Bitdefender, BitTitan, etc. is a plus.
- 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.
Required Behaviors:
- 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.
Required Education & Certifications:
- 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.
Compensation:
- Qualified candidates can expect a compensation range of $53,000/yr to $67,000/yr or more depending on experience.
Expected Closing Date: 7/11/2025
#LI-REMOTE #LI-AG1 #DICE-A
- 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
Please take a moment to review our Proprietary Rights and Non-Competition Agreement —this document outlines important information about your rights and responsibilities if you join our team.