Technical Support Specialist

1 day ago

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

Pax8 is the leading cloud-based technology marketplace, simplifying the cloud journey for our partners by integrating technology, business intelligence, and proactive service to deliver an unparalleled experience. Our mission is to build the technology marketplace of the future, serving thousands of partners through the indirect sales channel. We are a fast-growing, dynamic, and high-energy startup organization, allowing you to make a meaningful impact on the business.

Job Summary

We are seeking a Technical Support Engineer to join our team. As a Technical Support Engineer, you will play a crucial role in interacting with our partners through multiple communication channels, providing technical support and escalation assistance on the vendors that we have on our line card. You will also contribute to creating product knowledge documentation.

Key Responsibilities
  • Provide technical partner support, managing daily cases assigned, logging into phone and case management systems according to schedule, resolving routine technical cases efficiently using technical knowledge of our various Stax solutions, escalating cases to upper-tier engineers and/or vendors when appropriate, and overseeing escalated support cases until resolution.
  • Maintain product and knowledge specialization, developing and maintaining knowledge around products specific to your team, collaborating with vendors to stay updated on information that may affect the team.
Requirements
  • At least two years of related experience in the technical support field, preferably with MSP-specific experience.
  • Proficiency in managing email and team communication through 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 skills.
  • Self-motivation, strategic creativity, and a drive for executional excellence.
  • Ability to build partnerships and work collaboratively to meet shared objectives.
  • Continuous learner who experiments when tackling new problems, using both successes and failures as learnings.
  • Ability to adopt innovations in business-building digital and technology applications.
Specialized Knowledge
  • Productivity: Admin-level experience with the Microsoft Office 365 platform, experience migrating to Office 365, or from different versions of Microsoft Exchange, understanding of PowerShell and its use with Office 365, advanced knowledge of the Office 365 Desktop Suite, and fundamental knowledge 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-based products like Acronis and Veeam.
  • Security: Admin level experience with SaaS-based email security platforms and endpoint solutions like SentinelOne, Bitdefender, Proofpoint, and Ironscales.
Education & Certifications
  • B.A./B.S. in a related field or equivalent work experience.
  • Industry-specific certifications preferred (e.g., Microsoft 365 Expert Admin, MCSA, CompTIA A+, Network+, Security+).
Compensation

Qualified candidates can expect a salary beginning at $50,000 or more depending on experience and the level of role we are looking to hire.

We offer a comprehensive benefits package, including non-commissioned bonus plans or variable commission, 401(k) plan with employer match, medical, dental, and vision insurance, employee assistance program, employer-paid short and long-term disability, life, and AD&D insurance, flexible and open vacation, paid sick time off, extended leave for life events, RTD Eco Pass, career development programs, stock option eligibility, and employee-led resource groups.

Pax8 is an EEOC Employer. We welcome individuals who are in possession of the appropriate requirements to work within the country the role is based in. Offered individuals will be asked to undertake identity, security compliance, and reference checks. Your privacy is important to us. Your data will be held in accordance with Data Privacy best practices and processed only in accordance with our recruiting processes.

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