Technical Support Engineer L2

| Greater Denver Area | Hybrid
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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 also encourages all applicants authorized to work in the US to apply regardless of location.

At Pax8, the level of service and support provided is a key differentiator:  we provide our partners with “The Wingman Experience”. The Technical Support Engineer II (TSEII) plays a pivotal role in the delivery of the “Wingman Experience”.  They interact with our partners through multiple communication channels, providing advanced technical support and escalation assistance on the vendors that we have on our line card.  The TSEII also acts as the first point of internal escalation for the lower tiered engineers on the team.  Team collaboration and mentorship are part of their responsibilities; as are handling more complex support scenarios and tier 1 escalations.  Creating product knowledge documentation is an essential duty of the TSEII.  As the Technical Support Department is broken into different teams, They will be assigned a team and expected to focus on the products and technologies that are relevant. Those teams, “Stax”, follow the Pax8 Stax model of Productivity, Infrastructure, Continuity, and Security.

Essential Responsibilities (includes, but is not limited to):
    • Providing advanced technical support to partners  
    • Responsible for daily cases assigned
    • Logging into phone and case management systems according to schedule
    • Resolving complex technical cases in a timely and efficient manner, using advanced technical knowledge of our various Stax solutions  
    • Determining when escalation to upper tier engineers and/or vendors is necessary and appropriate
    • Owning and overseeing escalated support cases until resolution is determined
    • Collaborates with others to develop customer support and problem resolution processes in order to provide more efficient, better partner/customer support
    • Collaborates with vendors or vendor contacts around cases currently in an escalated state
    • Acts as first point of internal escalation for tier 1 support engineers
    • Team Mentorship and Escalation Assistance
    • Assists with mentorship of team members over the following:
      1. Acts as guided resource for new team members, L1’s, and Service Desk team members
      2. Serves as new hire Co-Pilot
      3. Provides feedback to leadership on methods of improvement for systems and situations that may develop
    • Shares product specific support cases and their resolutions with the team for ongoing learning opportunities
    • Participates in live support cases or cases in which a partner has expressed frustration
    • Product and Knowledge Specialization
    • Develops and maintains 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
    • Acts 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:
    • 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 Azure 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.S./B.A. degree in related field or equivalent work experience
    • At least four (4) years of relatable experience in the technical support field
    • MSP experience a plus
    • Industry Specific certs preferred
    • Microsoft 365 Expert Admin, MCSA, Comptia A+, Network+, Security+
Compensation
    • Qualified candidates can expect a salary beginning at $60,000 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. 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 over 13,000 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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
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    • C++Languages
    • CSSLanguages
    • JavaLanguages
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    • PHPLanguages
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    • jQueryLibraries
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    • DockerFrameworks
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    • SpringFrameworks
    • Vue.jsFrameworks
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    • DynamoDBDatabases
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    • ElasticsearchDatabases
    • AWS (Amazon Web Services)Services
    • Microsoft AzureServices
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    • FigmaDesign
    • IllustratorDesign
    • MiroDesign
    • PhotoshopDesign
    • JIRAManagement
    • Microsoft ProjectManagement
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    • WordpressCMS
    • Chorus.AICRM
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    • OutreachCRM
    • SalesforceCRM
    • SendGridEmail
    • MarketoLead Gen
    • ZoomInfoLead Gen
    • Microsoft TeamsCollaboration
    • SlackCollaboration
    • ZoomCollaboration

Location

The Landmark features an array of restaurants, entertainment & retail. Life in this district comes with access to some of the finest retailers in Denver. At the center of everything, The Landmark is a comfortable & connected community.

An Insider's view of Pax8

What’s the vibe like in the office?

I would describe the vibe in the office as both fun as well as people getting things done. Another strong aspect of the vibe is collaboration. All of the engineering team's desks are on wheels. When people need to work together, they simply move their desks. It's very exciting what gets created when people collaborate together.

Scott

Director of Software Engineering

What projects are you most excited about?

Automation projects are what excites me the most. As a QA Engineer, this has helped sharpen my skills and prepare me for what automation testing brings. I believe automation is the way of the future. I’m eager to continue and learn how automation will improve Pax8’s ability to efficiently deliver the highest quality products in the fastest way.

Nadia

QA Engineer

What are some things you learned at the company?

Pax8 has taught me what the power of a solid and positive work culture can do for my motivation, confidence, personal growth and career growth. Being part of such a rapidly evolving environment has shown me how to be agile while remaining grounded, open minded while staying focused and has given me the opportunity to learn from some of the best.

Kelly

Channel Account Manager III

What is your vision for the company?

My vision is that all employees at Pax8 feel tied to our values, to the work we do holistically, and to their fellow employees. I want everyone here to feel that their contributions are valued. I want our people to feel they have challenging work each day, and at the same time have the resources they need to meet those challenges successfully.

Veronica

Director of People Operations

How does the company support your career growth?

From the recruiting process until now I feel that Pax8 has supported me. Everyone, from executives down to entry level, is there to help and aid you in your growth. Pax8 is a family and they care about you and your growth within the company. Even now there is so much education, resources, people, and so much more here ready and willing to help.

Ben

Senior Cloud Generation Specialist

What are Pax8 Perks + Benefits

Pax8 Benefits Overview

At Pax8, we know that we are only as great as our people. We realize that every individual has unique personal and professional aspirations, which is why we strive to offer a complete and competitive Total Rewards offering to our Pax8 employees and their families.

Culture
Volunteer in local community
Pax8 participates in local volunteer activities such as Project C.U.R.E & the Special Olympics. Employees get resources & tools to help them engage in social & environmental causes that matter to them
Partners with nonprofits
Pax8 partners with nonprofits for volunteer opportunities, donation matching, & charitable giving campaigns. Learn more at https://www.pax8.com/en-us/about/social-impact/
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
4-day work week
Pax8 embraces a flexible work policy, which includes some of our departments being able to participate in a 4-day work week.
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
Hybrid work model
President's club
Flexible work schedule
Remote work program
The majority of Pax8 employee's work fully remote. Comprised of a quickly growing team from all over the Globe our offices aren’t limited to the standard brick-and-mortar walls.
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Diversity employee resource groups
Pax8 ERGs are voluntary & employee-led groups aligned with Pax8's values and missions. They aim to foster a diverse & inclusive workplace & create a sense of belonging for all Pax8ers.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Pax8 offers a discount through Nationwide.
Wellness programs
Team workouts
Mental health benefits
Transgender health care benefits
Wellness days
Abortion travel benefits
Pax8 offers medical travel coverage for any employee needing medical procedure outside of their state.
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Pax8 offers a dependent care FSA.
Generous parental leave
Pax8 offers 8-weeks of parental leave.
Family medical leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Fertility benefits
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
We have a flexible, unlimited vacation policy. We don't accrue PTO days here, we don't count them against you.
Paid volunteer time
Pax8 employees are granted time off to volunteer in their community on an individual or team activity basis
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Company-wide vacation
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Fitness stipend
Home-office stipend for remote employees
Mother's room
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks
Paid industry certifications
Personal development training
Apprenticeship programs

Additional Perks + Benefits

What makes our perks extra special is that they are continuously evolving. Pax8 believes in listening and adapting our benefits to best fit our teammates and their lifestyles. We have added so many exciting new perks in the last year alone, with even more to come!

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