Technical Support Engineer

2 months ago

Denver, United States Pax8, Inc. Full time
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. Serving thousands of partners through the indirect sales channel, our mission is to be the world’s favorite place to buy cloud products. We are a fast-growing, dynamic and high-energy startup organization, allowing you to make a meaningful impact on the business. Culture is important to us, and at Pax8, it’s business, and it IS personal. We are passionate, creative and humorously offbeat. We work hard, keep it fun, and expect the best. We Elev8 each other. We Advoc8 for our partners. We Innov8 continuously. We Celebr8 life.

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. 

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

At Pax8, we're always looking for talented individuals to join our team and help us elevate the cloud experience for our partners. As a Technical Support Engineer at Pax8, you'll 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. Our Technical Support Engineers focus on products and technologies relevant to their specific teams, which include 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.Resolve routine technical cases efficiently using technical knowledge of our various Stax solutions.Escalate cases to upper-tier engineers and/or vendors when appropriate.Oversee escalated support cases until resolution.

Maintain Product and Knowledge Specialization

Develop and maintain knowledge around products specific to your team.Collaborate with vendors to stay updated on information that may affect the team.

What We’re Looking For:

Experience: At least two years of related experience in the technical support field, preferably with MSP-specific experience.

Skills:

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 in One or More Areas:

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. 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. 

If you're interested in a future role as a Technical Support Engineer at Pax8, we want to hear from you, apply below By joining our talent community, you'll be the first to know about new opportunities and exciting developments at Pax8. Let's elev8 together

*** Colorado law requires an estimated closing date for job postings. Please don't be discouraged from applying if you see this date has passed *** *Note: Compensation is benchmarked on local Denver Metro area market rates. Qualified candidates in other locations can expect a salary package that may be adjusted based off applicable cost of wages in their respective location. At Pax8 we believe that your Total Rewards should include a benefits package that shows how much we value our greatest assets. All FTE Pax8 people enjoy the following benefits: Non-Commissioned Bonus Plans or Variable Commission401(k) plan with employer matchMedical, Dental & Vision InsuranceEmployee Assistance ProgramEmployer Paid Short & Long Term Disability, Life and AD&D InsuranceFlexible, Open VacationPaid Sick Time OffExtended Leave for Life eventsRTD Eco Pass (For local Colorado Employees)Career Development ProgramsStock Option EligibilityEmployee-led Resource Groups  Pax8 is an EEOC Employer.Equal OpportunitiesPax8 is an equal opportunities employer and 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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