Technical Support Engineer- 2nd Shift
*Note: Please disregard any compensation estimates that may be provided by linkedin or any other source. These statistics are auto-generated and not accurate*
No matter who you are, Pax8 is a place you can call home! We know there’s no such thing as a “perfect" candidate - Nor do we look for the right "fit" with us, 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 where there are a diversity of perspectives, in hopes that we can all thrive in an inclusive environment.
Pax8 is proud to be a Colorado-Grown business that is expanding all over the globe! We have offices in Greenwood Village, Colorado Springs and Florence, CO. While we are in the process of building offices in Georgia and Texas as well, Pax8 is fully embracing the Hybrid work life synergy! We encourage all applicants authorized to work in the US to apply regardless of location as nearly all of our roles can be remote!
The Technical Support Engineer interacts with our partners through multiple communication channels, providing advanced technical support and escalation assistance on the vendors that we have on our line card. They act as the first point of internal escalation for tier I engineers. The Engineer handles more complex support scenarios and tier one escalations. They provide collaboration and mentorship to the team. The Engineer creates product knowledge documentation. They focus on the products and technologies that are relevant to the specific team they are assigned to which include Productivity, Infrastructure, Continuity, and Security.
This position will work either Sun-Wed or Wed-Sat 3pm- 2am MST
Essential Responsibilities and Percentage of Time Spent (includes, but is not limited to):
- Provide advanced technical support to partners
- Manage daily cases assigned
- Log into phone and case management systems according to schedule
- Resolve complex technical cases in a timely and efficient manner, using advanced technical knowledge of various Stax solutions
- Determine when escalation to upper tier engineers and/or vendors is necessary and appropriate
- Own and oversee escalated support cases until resolution is determined
- Collaborate with others to develop customer support and problem resolution processes to provide more efficient, better partner/customer support
- Collaborate with vendors and vendor contacts around cases currently in an escalated state
- Act as first point of internal escalation for tier I engineers
- Manage daily cases assigned
- Mentor team and assist with escalations
- Assist with mentorship of team members over the following:
- Act as guided resource for new team members, L1’s, and Service Desk team members
- Serve as new hire Co-Pilot
- Provide feedback to leadership on methods of improvement for systems and situations that may develop
- Share product specific support cases and their resolutions with the team for ongoing learning opportunities
- Participate in live support cases or cases in which a partner has expressed frustration
- Assist with mentorship of team members over the following:
- Maintain product and knowledge specialization
- Develop and maintain knowledge around specific products in team
- Work with vendors and vendor contacts to drive continuous communications around updates and information that may affect the team.
- Act as a delegated Subject Matter Expert for one or more products, assisting with vendor communications, product training, as well as team and leadership awareness
Ideal Skills, Experience, and Competencies:
- At least four (4) years of related experience in the technical support field
- MSP experience preferred
- Strong communication skills around customer service – can defuse situations where partners and/or customers may be frustrated
- Excellent analytical & problem-solving skills combined with the ability to provide quick resolution to problems
- A self-motivated, strategic creative worker with a drive for executional excellence
- Proficient at managing email and team communication through MS Outlook and MS Teams
- Demonstrated support specific knowledge in one or more of the following Pax8 Staxs:
- Productivity: Advanced admin/engineer 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 the Microsoft Office 365 and Azure platforms. Experience with Azure AD Connect and hybrid configurations. Knowledge of Windows Virtual Desktop and/or Remote Desktop Services. Understanding of virtualization and clustered server environments.
- Continuity: Advanced admin/engineer level experience with BC/DR solutions, their set up, configuration, and failover best practices. Understanding of Microsoft Windows Server architecture. Advanced admin/engineer level experience with SaaS based email solutions, Office 365 preferred. Advanced admin/engineer level experience with SaaS based backup solutions and the restoration of data. Working knowledge of continuity-based products such as Acronis, Storagecraft, Veeam, Dropsuite.
- Security: Advanced admin/engineer level experience with the Microsoft Office 365 platform. Understanding of mail flow, related DNS records, diagnosing mail flow issues, setting up connectors to third party platforms. Advanced admin/engineer level experience on SaaS based email security platforms like Proofpoint, Ironscales, Titan HQ. Advanced admin/engineer level experience with endpoint solutions like SentinelOne and Bitdefender. Installation, removal, and remediation experience with endpoint solutions. Knowledge around cybersecurity best practices or the desire to learn and dig deeper.
Required Education & Certifications:
- B.A./B.S. in related field or equivalent work experience
- Industry specific certifications preferred including but not limited to: Microsoft 365 Expert Admin, MCSA, Comptia A+, Network+, Security+
- Qualified candidates can expect a salary beginning at $55,000 or more depending on experience
#LI-AG1
*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 Commission
- 401(k) plan with employer match
- Medical, Dental & Vision Insurance
- Employee Assistance Program
- Employer Paid Short & Long Term Disability, Life and AD&D Insurance
- Flexible, Open Vacation
- Paid Sick Time Off
- Extended Leave for Life events
- RTD Eco Pass (For local Colorado Employees)
- Career Development Programs
- Stock Option Eligibility
- Employee-led Resource Groups
Pax8 is the leading value-added cloud-based SaaS distributor, 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.
Pax8 not only wins numerous awards in our field but we have time and again been voted among the best places to work in Denver. We are committed to our goal of being the #1 employer of choice!
We Elev8 each other. We Advoc8 for our partners. We Innov8 continuously. We Celebr8 life.
Pax8 is an EEOC Employer.