Technical Support Engineer, Pax8
Productivity
$50-57.5k
+ Non-commissioned bonus plans or variable commission + stock option eligibility; salary dependent on location
Marketplace for cloud-based business solutions
Open for applications
Marketplace for cloud-based business solutions
1001+ employees
Open for applications
$50-57.5k
+ Non-commissioned bonus plans or variable commission + stock option eligibility; salary dependent on location
1001+ employees
Company mission
To be the world’s favourite marketplace for technology professionals to buy cloud products.
Role
Who you are
- At least two (2) years of related experience in the technical support field
- MSP specific experience preferred
- Strong communication skills around customer service – can defuse situations where partners and/or customers may be frustrated
- Excellent analytical and 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
- Ability to build partnerships and work collaboratively with others to meet shared objectives
- Ability to make sense of complex, high quantity, and sometimes contradictory information to effectively solve problems
- Ability to actively learn through experimentation when tackling new problems, using both successes and failures as learnings
- Ability to actively seek new ways to grow and be challenged using both formal and informal development challenges
- Ability to anticipate and adopt innovations in business building digital and technology applications
- Demonstrated support specific knowledge in one or more of the following Pax8 Staxs:
- Productivity: Admin 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: Admin level experience with BC/DR solutions, their set up, configuration, and failover best practices
- Understanding of Microsoft Windows Server architecture
- Admin level experience with SaaS based email solutions, Office 365 preferred
- Admin 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: Admin 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
- Admin level experience on SaaS based email security platforms like Proofpoint, Ironscales, Titan HQ
- Admin level experience with endpoint solutions like SentinelOne and Bitdefender
- Installation, removal, and remediation experience with endpoint solutions
- Basic knowledge around cybersecurity best practices or the desire to learn and dig deeper
- B.A./B.S. in related field or equivalent work experience
- Industry specific certifications preferred such as Microsoft 365 Expert Admin, MCSA, Comptia A+, Network+, Security+
What the job involves
- The Technical Support Engineer I interacts with our partners through multiple communication channels, providing technical support and escalation assistance on the vendors that we have on our line card
- They create product knowledge documentation
- The Engineer focuses on the products and technologies that are relevant to the specific team they are assigned to which includes Productivity, Infrastructure, Continuity, and Security
- Provide technical partner support
- Manage daily cases assigned
- Log into phone and case management systems according to schedule
- Resolve routine technical cases in a timely and efficient manner, using technical knowledge of our various Stax solutions
- Escalate cases to upper tier engineers and/or vendors when appropriate
- Own and oversee escalated support cases until resolution is determined
- Assist with development of processes around support in relation to providing customer support and problem resolution
- Collaborate with vendors or vendor contacts around cases currently in an escalated state
- Maintain product and knowledge specialization
- Develop and maintain knowledge around products specific to their team
- Work with vendors and vendor contacts to drive continuous communications around updates and information that may affect the team
Our take
Cloud computing facilitates access to software products without having the computer power required to use them, presenting great opportunities for enterprises to benefit from cutting-edge software. However, managing subscriptions to cloud products can be a convoluted process unique to each software product, presenting the need for a unified accessibility solution.
Pax8 provides an online marketplace for cloud-based software, allowing businesses to order, bill, manage, and provision cloud products within a single place. The marketplace contains a curated catalogue of cloud providers, a license management dashboard, demo infrastructure and tools for billing and invoicing, ultimately ensuring that users do not need to navigate outside the platform to manage their cloud software inventory.
Whilst many of the services provided by Pax8 are already included in cloud software applications, the company has made the smart move of partnering with software providers such as Bam Boom Cloud to unify all management tools into a single platform. By ensuring companies can browse, purchase, and manage cloud solutions within the marketplace, the company aims to increase accessibility and minimise complexities associated with cloud computing.
Steph
Company Specialist
Insights
Company
Funding (last 2 of 4 rounds)
Apr 2022
$185m
LATE VC
Jan 2021
$96m
LATE VC
Total funding: $336m
Company 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
Company values
- Innovate: Finding creative solutions means challenging the status quo and embracing diverse perspectives and experiences to fuel new ideas
- Elevate: We lift others, ourselves and our work through a supportive culture and continual investment in our knowledge and skills
- Advocate: Praise is openly given, shared and received, ensuring that everyone’s contributions are seen and recognised
- Celebrate: We celebrate team members’ unique backgrounds, experiences and skills – in the knowledge that their expertise and insight enable us to constantly evolve
Company HQ
Bristol, UK
Articles
Leadership
John Street
(CEO)Experience as CEO, Chairman and Founder of MX Logic from 2002 to 2009. CEO and Chairman of MSBiotec from 2009 to 2018.
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