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!
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