Manager, Partner Support Engineer

Position Summary:  

The Manager, Partner Support Engineer will be responsible for leading a high-performing support team that handles escalations, vendor and partner support, order management, billing inquiries, and more. The primary focus will be on managing, coaching, and optimizing the team’s performance, while ensuring continuous improvement in operational efficiency and customer satisfaction. This position will also be responsible for managing and resolving complex escalations and fostering a culture of teamwork and collaboration across departments. 

Essential Responsibilities: 

• Team Leadership & People Management: 
  • Lead, manage, and inspire a team of Partner Support Engineers, Specialists, and Escalation Engineers. 
  • Implement performance management practices, including setting clear goals, monitoring metrics, providing feedback, and conducting performance reviews around OKR’s. 
  • Foster a culture of continuous improvement, collaboration, and swarming to solve complex problems effectively and efficiently. 
  • Drive team engagement through regular one-on-ones, coaching, training, and professional development opportunities. 
• Escalations Management: 
  • Oversee and manage escalations from both internal teams and external partners/vendors, ensuring timely resolution and clear communication. 
  • Own critical escalations to ensure customer satisfaction and partner success, working cross-functionally to resolve issues when necessary. 
  • Serve as the escalation point for high-priority cases and ensure that they are handled in a structured and efficient manner.
• Operational Excellence & Metrics-Driven Performance: 
  • Define and track KPIs to measure team performance, ensuring that goals are met and support processes are optimized. 
  • Leverage data and insights to identify trends, opportunities for improvement, and operational inefficiencies. 
  • Continuously improve the customer and partner support experience through process optimization, automation, and effective resource management. 
• Cross-Functional Collaboration: 
  • Assist Managers with collaboration with product, engineering, and sales teams to ensure that partner and vendor issues are addressed swiftly and that feedback loops are closed. 
  • Maintain open lines of communication with senior leadership, providing regular updates on support performance, challenges, and successes. 
• Knowledge Management & CRM Systems: 
  • Ensure that knowledge management practices are maintained, and that internal knowledge bases are up-to-date, easily accessible, and leveraged by the team. 
  • Utilize CRM systems such as ServiceNow to manage support tickets, track cases, and streamline issue resolution. 
  • Champion best practices for knowledge sharing, both internally and externally with partners. 
• Continuous Learning and Development: 
  • Guide the enablement and onboarding of new hires into Partner Support. 
  • Encourage a culture of continuous learning within the team through feedback, knowledge sharing, and professional development opportunities. 
  • Stay current on SaaS trends, MSP challenges, and platform updates to maintain high-quality support standards. 
  • 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: 

• 3-5 years of support management experience leading support teams at scale, ideally within a fast-growing tech company or SaaS environment. 
• Proven experience managing teams in a global, distributed environment. 
• Strong background in performance management, with experience using metrics and data to drive continuous improvement.  
• Proficient in using CRM systems, like ServiceNow, Salesforce and similar ticketing/issue tracking platforms. 
• Strong understanding of SaaS platforms, order management, billing systems, and license mobility. 
• Knowledge of best practices for knowledge management and creating scalable support processes.  
• Exceptional written and verbal communication skills, with the ability to clearly articulate complex issues and solutions to both technical and non-technical stakeholders. 
• Strong interpersonal skills with the ability to manage relationships both internally and externally.  
• Strong leadership abilities with experience in motivating and managing teams towards success. 
• Excellent organizational and multitasking skills, with the ability to balance competing priorities in a fast-paced environment. 
• A results-oriented, customer-first mindset, with the ability to drive outcomes through strategic leadership. 
• Demonstrated ability to build and maintain a positive and productive team culture, even in challenging times. 

Required Behaviors: 

• Compassionate Candour—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: 

• B.A./B.S. in related field or equivalent work experience.