Partner Support Specialist II

Overview: Pax8 is the technology marketplace of the future, linking partners, vendors, and small to midsized businesses (SMBs) through AI-powered insights and comprehensive product support. With a global partner ecosystem of over 35,000 managed service providers, Pax8 empowers SMBs worldwide by providing software and services that unlock their growth potential and enhance their security. Committed to innovating cloud commerce at scale, Pax8 drives customer acquisition and solution consumption across its entire ecosystem. Culture is important to us, and at Pax8, its business, and it IS personal.

We embody Compassionate Candor by aiming to assist others with candid, actionable feedback.

We Seek to Understand by being open, curious, and committed to learning.

We believe in We Before Me, actively collaborating and seeking out diverse perspectives to ensure a win for Team Pax8.

Our team takes pride in Do What You Say, taking ownership, honoring commitments, prioritizing, and delivering on promises.

We encourage everyone to Light Up Learning by being brave and trying new ideas, embracing vulnerability, and sharing failures so everyone can learn.

Finally, we are Driven by Passion, connecting personal passion to Pax8's mission, and remaining resilient in the face of adversity and uncertainty in pursuit of our goals.

Our purpose is to help every small business turn their dreams into reality through the power of technology.

At Pax8, we are passionate, creative, and humorously offbeat. We work hard, keep it fun, and expect the best.

Position Summary: The Partner Support Specialist Engineer will serve as a vital point of contact for both internal teams and external vendor partners, ensuring smooth platform operations, accurate order & billing management, seamless customer migrations, and swift resolution of technical issues. Their primary focus will be handling next-level escalations, troubleshooting, case documentation, and delivering expert support across multiple channels. This strong communication, and a customer-centric approach.

Essential Responsibilities (includes, but is not limited to):

Technical Support & Troubleshooting: Provide expert-level support for complex technical issues raised by Partners and escalate cases as necessary to engineering teams. Troubleshoot issues related to the marketplace platform, orders & billing, change of channel, and customer migrations.

Internal Team Collaboration: Collaborate closely with internal teams to troubleshoot and resolve case tasks created by Tier 1. Ensure timely actioning of case tasks without direct vendor interaction. Assist in understanding and addressing partner issues through internal resources.

Advanced Case Management: Manage case tasks created to support cases through phone, email, and web, ensuring accurate documentation, clear communication, and swift resolution. Maintain detailed records of all support interactions and ensure proper case closure. Act as a strong collaborator with Tier 1 teams to ensure timely actioning of case tasks for global teams.

Knowledge Base Contributions: Identify and document new troubleshooting procedures, solutions, and best practices to improve partner support and contribute to the knowledge base. Create and update knowledge articles to enhance self-service options for partners. Develop and update playbooks and facilitate training sessions for Tier 1 teams to ensure consistent knowledge sharing and skill development.

Partner Communications & Relationship Management: Foster strong relationships with MSP partners, understanding their needs, and effectively managing difficult situations. Provide guidance and clarification when partners are facing frustrations or challenges.

Collaborative Problem Solving: Work cross-functionally with internal teams such as engineering, product management, and sales to resolve complex partner issues and improve overall platform performance.

Continuous Improvement: Actively seek out opportunities for process improvement, learn from challenges and successes, and help create a better experience for both internal teams and external partners.

Continuous Learning: 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:

• Proficiency in technical support, with a preference for MSP-specific experience or SaaS marketplace environments.
• Experience in handling escalations and complex technical issues is a must.
• Experience working with SaaS marketplaces or MSP ecosystems.
• Familiarity with vendors and platforms such as Microsoft, CrowdStrike, SentinelOne, Bitdefender, BitTitan, or similar cybersecurity, cloud, or IT management solutions.
• Experience with case management and support ticketing systems (e.g., ServiceNow, Zendesk, etc.).
• Proficient in troubleshooting a variety of technical issues, with a deep understanding of cloud-based platforms, software solutions, and IT infrastructure.
• Strong written and verbal communication skills, with the ability to explain complex technical issues in a clear and concise manner to both technical and non-technical audiences.
• Ability to defuse challenging situations with partners and customers.
• Strong written and verbal communication skills, with the ability to handle difficult situations with empathy, professionalism, and tact.
• Excellent analytical skills, capable of diagnosing and resolving complex technical problems efficiently.
• Ability to make sense of large quantities of sometimes contradictory information.
• Proven ability to work collaboratively with cross-functional teams and build strong relationships with both internal stakeholders and external vendor partners.
• A self-motivated individual who thrives in a fast-paced environment and can manage multiple priorities simultaneously.
• Ability to adapt to changing business needs and learn quickly through experimentation.
• Strong proficiency in using MS Outlook, MS Teams, and related collaboration tools to manage communication and workflow.

Required Behaviors:

Compassionate Candor—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 3 Pax8 Product or Vendor Categories (Security, Continuity, Infrastructure, or Productivity)

At least 5 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.

Work Environment:

Professional office environment. Routinely uses standard office equipment such as computers, phones, copy machines, printers, and filing cabinets.

Remote and/or hybrid work at Pax8 requires all employees to have adequate, secure, and private internet service.

Physical Demands: A sedentary role that primarily involves sitting/standing.

Travel Requirements: Infrequent travel is expected of this position.

People Org Details

Reports to: Manager, Technical Specialist