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Technical Assistance Engineer

2 months ago

Denver, Colorado, United States Pax8, Inc. Full time

Pax8, Inc. is at the forefront of the cloud technology marketplace, dedicated to streamlining the cloud experience for our partners through the integration of technology, business intelligence, and proactive service. Our goal is to be the preferred destination for cloud products, serving a vast network of partners via the indirect sales channel.

As a rapidly expanding and vibrant startup, we provide an environment where you can make a significant impact. We value culture, emphasizing that at Pax8, business is personal. Our team is passionate, innovative, and embraces a unique sense of humor. We work diligently, maintain a fun atmosphere, and strive for excellence. Together, we elevate each other, advocate for our partners, innovate continuously, and celebrate our successes.

Join Our Talent Community: Future Opportunities for Technical Support Engineers at Pax8

We are consistently on the lookout for skilled individuals to enhance our team and elevate the cloud experience for our partners. In the role of a Technical Support Engineer, you will be instrumental in engaging with our partners through various communication channels, offering technical support and escalation assistance for the vendors in our portfolio. Additionally, you will contribute to the development of product knowledge documentation. Our Technical Support Engineers specialize in products and technologies pertinent to their respective teams, including Productivity, Infrastructure, Continuity, and Security.

Key Responsibilities:

  • Deliver Technical Partner Support:
    • Manage daily cases assigned.
    • Log into phone and case management systems as per schedule.
    • Efficiently resolve routine technical cases utilizing your technical expertise in our diverse Stax solutions.
    • Escalate cases to senior engineers and/or vendors when necessary.
    • Oversee escalated support cases until resolution.
  • Maintain Product and Knowledge Specialization:
    • Develop and sustain knowledge of products specific to your team.
    • Collaborate with vendors to remain informed about information that may impact the team.

What We're Looking For:

Experience: A minimum of two years of relevant experience in the technical support sector, ideally with MSP-specific experience.

Skills:

  • Proficient in managing email and team communications via MS Outlook and MS Teams.
  • Strong customer service communication skills with the ability to defuse frustrated partners and/or customers.
  • Excellent analytical and problem-solving abilities.
  • Self-motivated, strategically creative, and driven towards executional excellence.
  • Capability to build partnerships and collaborate to achieve shared objectives.
  • A continuous learner who experiments when addressing new challenges, using both successes and failures as learning opportunities.
  • Ability to embrace innovations in business-building digital and technology applications.

Specialized Knowledge in One or More Areas:

  • Productivity: Admin-level experience with the Microsoft Office 365 platform, including migration to Office 365 and understanding of PowerShell.
  • Infrastructure: Advanced experience with Azure Virtual Desktop (AVD) and virtualization.
  • Continuity: Admin-level experience with BC/DR solutions and continuity-based products.
  • Security: Admin-level experience with SaaS-based email security platforms and endpoint solutions.

Education & Certifications:

  • B.A./B.S. in a related field or equivalent work experience.
  • Preferred industry-specific certifications (e.g., Microsoft 365 Expert Admin, MCSA, CompTIA A+, Network+, Security+).

Compensation:

  • Qualified candidates can anticipate a salary starting at $50,000 or more, depending on experience and the level of role we are looking to fill.

If you're interested in a future role as a Technical Support Engineer at Pax8, we want to hear from you. By joining our talent community, you'll be the first to know about new opportunities and exciting developments at Pax8. Let's elevate together.

Pax8 is an equal opportunities employer, welcoming individuals who meet the necessary requirements to work within the country where the role is based. Offered individuals will undergo identity, security compliance, and reference checks. Your privacy is important to us, and your data will be handled in accordance with Data Privacy best practices.