Pax8 operates a B2B cloud commerce marketplace and SaaS platform for managed service providers and small businesses. Its tools support the discovery, purchase, provisioning, and ongoing management of cloud solutions, bringing together vendor marketplace access, subscription and billing management, security offerings, training through its Academy, and professional services. The platform is designed to help partners streamline cloud operations, expand their offerings, and support their customers more effectively.
Partner Support Engineer – Cloud Marketplace | Pax8 (US Remote)
Support Pax8’s managed service provider partners by resolving complex cloud, billing, licensing, and migration issues. Strengthen support operations across an AI-enabled cloud marketplace.
Description
- Resolve advanced platform, cloud, billing, licensing, and migration issues
- Manage complex escalations while protecting technical accuracy and partner satisfaction
- Partner with engineering teams on issues requiring deeper investigation
- Help partners navigate vendor technologies and marketplace workflows
- Coordinate with Tier 1 Support, Product, Engineering, Sales, and Vendor teams
- Trace root causes and help develop durable solutions
- Advance operational consistency across global support teams
- Develop and maintain knowledge articles, troubleshooting guides, and support playbooks
- Deliver training and enablement sessions to share technical expertise
- Find ways to streamline processes and improve partner interactions
- Adopt automation, emerging technologies, and AI-supported service practices
- Propose improvements that help Pax8 scale its operations effectively
Requirements
- Demonstrated technical support experience in cloud, cybersecurity, SaaS, marketplace, or managed services settings
- Track record of managing complex escalations and advanced troubleshooting cases
- Strong background in cloud technologies, subscriptions, licensing, identity, migrations, or modern IT infrastructure
- Working knowledge of Microsoft, CrowdStrike, SentinelOne, Bitdefender, BitTitan, or comparable vendor ecosystems
- Clear technical documentation skills and the ability to explain concepts to technical and non-technical audiences
- Strong analytical judgment and methodical troubleshooting ability
- Experience working with support and case management systems
- Expertise across several Pax8 product or vendor categories, supported by relevant industry certifications
- Bachelor’s degree in a related discipline or equivalent practical experience
- Current authorization to work in the United States
- Willingness to complete pre-employment identity verification, reference checks, qualification verification, and any required criminal or financial checks
Benefits
- 401(k) plan with company matching
- Medical, dental, and vision insurance
- Employee Assistance Program
- Employer-funded life, AD&D, short-term disability, and long-term disability insurance
- Flexible open paid time off
- Paid sick leave
- Paid parental leave
- RTD EcoPass for eligible Colorado-based employees
- Internal development hub
- Learning and development trainers
- AI-enabled tools and cloud mentors
- Collaboration across continents
- Career development and internal mobility opportunities