Partner Support Engineer L2

Position Summary:

We are seeking a highly motivated and experienced Partner Support Engineer to join our dynamic Global Partner Support team. This position will support our Partners MSP’s by providing technical assistance for a wide range of services on our platform. The Partner Support Engineer will act as a critical point of contact for both internal teams and external vendors, ensuring efficient issue resolution and excellent partner communication. The role includes supporting a variety of marketplace-related functions, such as platform operations, orders & billing, change of channel, and customer migrations. This is an exciting opportunity for a problem-solver with a passion for customer service, technical troubleshooting, and cross-functional collaboration.

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

• Internal Platform & Marketplace Support
  • Handle inbound technical support requests through multiple channels: phone, email, web, and chat, related to internal platform functionality, orders & billing, customer migrations, and channel changes.
  • Document and manage partner issues accurately, ensuring thorough and timely case documentation and follow-ups.
  • Troubleshoot and resolve issues related to platform functionality, orders, and integrations with third-party vendors, ensuring minimal disruption to MSP operations.
  • Assist in managing partner onboarding and migrations, guiding them through the transition process as necessary.
• External Vendor Support
  • Provide support and coordination for external vendors on the marketplace (e.g., Microsoft, CrowdStrike, SentinelOne, Bitdefender, BitTitan, etc.), including troubleshooting, escalations, and vendor-specific technical assistance.
  • Act as a liaison between our internal teams and external vendors to ensure timely resolution of technical issues, product enhancements, and platform integration challenges.
  • Work closely with vendors to resolve complex technical issues and escalate where necessary.
• Issue Triage & Knowledge Management
  • Triage incoming support cases, ensuring appropriate escalation when needed, and follow established procedures for issue resolution.
  • Research, create, and maintain knowledge articles to help streamline future issue resolution and provide partners with self-service options.
  • Identify recurring issues or patterns and collaborate with the Product and Engineering teams to drive long-term solutions.
• Partner Communication & Relationship Building
  • Serve as the main point of contact for partners, ensuring clear, professional, and empathetic communication throughout issue resolution.
  • Proactively manage partner expectations and provide regular updates on issue status, resolution timelines, and next steps.
  • Develop strong relationships with key partners to foster trust and ensure the long-term success of the partnership.
• Collaboration & Continuous Learning
  • Collaborate cross-functionally with internal teams (Product, Engineering, Sales, etc.) to resolve complex partner issues and improve product offerings.
  • 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:

• Advanced demonstrated skillset in a technical support or customer support role, ideally in a SaaS environment.
• Experience supporting Managed Services Providers (MSPs) or within a similar partner-driven ecosystem is preferred.
• Familiarity with marketplace platforms and the operations involved (e.g., orders, billing, migrations).
• Proficiency with tools like Microsoft Outlook and MS Teams for email and team communication.
• Strong problem-solving skills, including the ability to troubleshoot technical issues quickly and effectively.
• Understanding of key technologies used by MSPs and marketplace vendors, including Microsoft, CrowdStrike, SentinelOne, Bitdefender, BitTitan, etc. is a plus.
• Exceptional written and verbal communication skills, with an ability to explain complex technical issues in an accessible and clear manner.
• Strong customer service orientation, with a talent for defusing frustrating situations and maintaining positive partner relationships.
• Ability to analyze large volumes of information, identify patterns, and apply logical reasoning to solve complex technical issues.
• Capability to balance short-term resolutions with long-term solutions to recurring issues.
• Self-motivated and proactive, with a strategic, creative mindset and a drive for excellence.
• Ability to work collaboratively with cross-functional teams and external partners to achieve shared goals.
• Willingness and proven experience of learning and adapting in a fast paced, dynamic, and progressive environment.

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:

• Proven expertise in 1 Pax8 Product or Vendor Category (Security, Continuity, Infrastructure, OR Productivity)
• At least 3 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.