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Technical Support Engineer I- Email Security

Pax8

Pax8

IT, Customer Service
Arlington, VA, USA
Posted on Monday, December 11, 2023
Pax8 is the leading cloud-based technology marketplace, 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.
We Elev8 each other. We Advoc8 for our partners. We Innov8 continuously. We Celebr8 life.

No matter who you are, Pax8 is a place you can call home. We know there’s no such thing as a “perfect" candidate, so we don’t look for the right "fit" – instead, 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 with a diversity of perspectives, in hopes that we can all thrive in an inclusive environment.

We are only as great as our people. And we have great people all over the world. No matter where you live and work, you’re a part of the Pax8 team. This means embracing hybrid- and remote-work whenever possible.

Position Summary:

The Tech Support Engineer I – Email Security 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.

Essential Responsibilities:

  • Resolves most requests via phone/email and provides documentation on the fix. Advises partners on system configuration setup, interoperability, and compatibility
  • Creates knowledge base (KBs) materials relative to product-specific issues
  • Acts as a backup subject matter expert for one product and assists with vendor communications and cadences
  • Participates in regular meetings and training sessions to stay up to date on supported technologies and best practices for delivering exceptional technical support

Ideal Skills, Experience, and Competencies:

  • Entry-level experience with the Microsoft 365 platform
  • Basic understanding of mail flow, related DNS records, diagnosing mail flow issues, setting up connectors to third-party platforms
  • Demonstrated knowledge or experience with SaaS-based email security platforms such as Proofpoint, Ironscales and TitanHQ
  • Working knowledge of basic NIST security principles
  • Understanding of TCP/IP networking, routing, switching, firewalls
  • Experience with Microsoft Active Directory and Microsoft Exchange (on-prem)
  • Demonstrated experience using an ITIL based ticketing system
  • MSP experience is highly preferred
  • Proficient at managing email and team communication through Microsoft Outlook and Microsoft Teams
  • Demonstrated track record of service level management
  • Excellent analytical skills & problem-solving skills, combined with the ability to provide quick resolution to problems
  • Customer service oriented with ability to also work well in a collaborative team environment
  • Ability to communicate professionally, both written and verbal
  • Ability to be self-motivated and independent

Required Education & Certifications:

  • B.A./B.S. in related field or equivalent work experience

Compensation:

  • Qualified candidates can expect a salary beginning at $50,000 or more depending on experience

#LI-Remote #LI-CL1 #BI-Remote #DICE-C

*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 an EEOC Employer.