Cloud Support Specialist

1 week ago

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

Pax8, Inc. is a premier cloud-centric technology marketplace, dedicated to streamlining the cloud experience for our partners by merging technology, business insights, and proactive service to offer an unmatched experience. We serve a multitude of partners through the indirect sales channel, and our goal is to become the preferred destination for cloud products worldwide. As a rapidly expanding, dynamic startup, we provide an environment where you can significantly influence the business. Our culture is paramount; at Pax8, we believe that business is personal. We are driven, innovative, and have a playful spirit. We work diligently, enjoy ourselves, and hold high expectations. We Elev8 one another, Advoc8 for our partners, Innov8 continuously, and Celebr8 life.

At Pax8, we recognize that there is no "perfect" candidate, so we do not seek the right "fit"; instead, we look for those who can add value to our team. We encourage applications from individuals who may not meet every qualification listed. We strive to foster an environment rich in diverse perspectives, allowing everyone to thrive in an inclusive atmosphere.

Our strength lies in our people, and we are proud to have exceptional talent globally. Regardless of your location, you are part of the Pax8 family, embracing hybrid and remote work whenever feasible.

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

We are continuously on the lookout for skilled individuals to join our team and assist in enhancing the cloud experience for our partners. As a Technical Support Engineer at Pax8, you will be instrumental in engaging with our partners through various communication channels, delivering technical support and escalation assistance regarding the vendors on our line card. You will also play a role in developing product knowledge documentation. Our Technical Support Engineers concentrate on products and technologies pertinent to their specific teams, which encompass Productivity, Infrastructure, Continuity, and Security.

Key Responsibilities:

Provide Technical Partner Support

  • Manage daily cases assigned.
  • Log into phone and case management systems according to schedule.
  • Efficiently resolve routine technical cases utilizing your technical knowledge of 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 maintain expertise in products specific to your team.
  • Collaborate with vendors to remain informed about updates that may impact the team.

What We're Looking For:

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

Skills:

  • Proficiency in managing email and team communication through MS Outlook and MS Teams.
  • Strong customer service communication skills with the ability to calm frustrated partners and/or customers.
  • Excellent analytical and problem-solving abilities.
  • Self-motivated, strategically creative, and driven for executional excellence.
  • Capability to build partnerships and collaborate to achieve shared goals.
  • A continuous learner who experiments when addressing new challenges, leveraging both successes and failures as learning opportunities.
  • Adept at adopting innovations in business-enhancing digital and technology applications.

Specialized Knowledge in One or More Areas:

  • Productivity: Admin-level experience with the Microsoft Office 365 platform, experience migrating to Office 365, or from various versions of Microsoft Exchange. Understanding of PowerShell and its application with Office 365. Advanced knowledge of the Office 365 Desktop Suite. Fundamental understanding of mail flow concepts and DNS.
  • Infrastructure: Advanced experience with Azure Virtual Desktop (AVD), host pools, FSLogix, hybrid configurations, and virtualization.
  • Continuity: Admin-level experience with BC/DR solutions, Microsoft Windows Server, SaaS-based backup solutions, and continuity products like Acronis and Veeam.
  • Security: Admin-level experience with SaaS-based email security platforms and endpoint solutions such as SentinelOne, Bitdefender, Proofpoint, and Ironscales.

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, contingent on experience and the specific role we aim 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 among the first to learn about new opportunities and exciting developments at Pax8. Let's elev8 together.

Pax8 is an equal opportunity employer and welcomes 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 and processed solely in line with our recruiting processes.

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