Position Summary:
The Technical Support Specialist (Partner Support Specialist Engineer) will serve as a vital point of contact for both internal teams and external vendor partners, ensuring smooth platform operations, accurate order & billing management, seamless customer migrations, and swift resolution of technical issues. Their primary focus will be handling next-level escalations, troubleshooting, case documentation, and delivering expert support across multiple channels. This strong communication, and a customer-centric approach.

This role will be based in our office in One Ayala, Makati, Manila, working a night shift (10:00pm - 8:00am). Employees are required to attend the office 5 days/week.

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

• Technical Support & Troubleshooting: Provide expert-level support for complex technical issues raised by Partners and escalate cases as necessary to engineering teams. Troubleshoot issues related to the marketplace platform, orders & billing, change of channel, and customer migrations.

• Internal Team Collaboration: Collaborate closely with internal teams to troubleshoot and resolve case tasks created by Tier 1. Ensure timely actioning of case tasks without direct vendor interaction. Assist in understanding and addressing partner issues through internal resources.

• Advanced Case Management: Manage case tasks created to support cases through phone, email, and web, ensuring accurate documentation, clear communication, and swift resolution. Maintain detailed records of all support interactions and ensure proper case closure. Act as a strong collaborator with Tier 1 teams to ensure timely actioning of case tasks for global teams.

• Knowledge Base Contributions: Identify and document new troubleshooting procedures, solutions, and best practices to improve partner support and contribute to the knowledge base. Create and update knowledge articles to enhance self-service options for partners. Develop and update playbooks and facilitate training sessions for Tier 1 teams to ensure consistent knowledge sharing and skill development.

• Partner Communications & Relationship Management: Foster strong relationships with MSP partners, understanding their needs, and effectively managing difficult situations. Provide guidance and clarification when partners are facing frustrations or challenges.

• Collaborative Problem Solving: Work cross-functionally with internal teams such as engineering, product management, and sales to resolve complex partner issues and improve overall platform performance.

• Continuous Improvement: Actively seek out opportunities for process improvement, learn from challenges and successes, and help create a better experience for both internal teams and external partners.

• Continuous Learning: 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:

• Proficiency in technical support, with a preference for MSP-specific experience or SaaS marketplace environments.

• Experience in handling escalations and complex technical issues is a must.

• Experience working with SaaS marketplaces or Managed Service Provider ecosystems.

• Familiarity with vendors and platforms such as Microsoft, CrowdStrike, SentinelOne, Bitdefender, BitTitan, or similar cybersecurity, cloud, or IT management solutions.

• Experience with case management and support ticketing systems (e.g., ServiceNow, Zendesk, etc.).

• Proficient in troubleshooting a variety of technical issues, with a deep understanding of cloud-based platforms, software solutions, and IT infrastructure.

• Strong written and verbal communication skills, with the ability to explain complex technical issues in a clear and concise manner to both technical and non-technical audiences.

• Ability to defuse challenging situations with partners and customers.

• Proven ability to work collaboratively with cross-functional teams and build strong relationships with both internal stakeholders and external vendor partners.

• A self-motivated individual who thrives in a fast-paced environment and can manage multiple priorities simultaneously.

Why join Pax8?

Well here are a few points of how we value our greatest assets:

• At Pax8, we want to support you in both work and play. Sometimes there isn't enough time for the latter, which is why Pax8 offers an additional 2 weeks of bonus leave every year! AND YES, the 2 weeks are available from your first day!

• In addition to the above, we offer all our employees Private Health Insurance. Beneficial for when life happens, and also for tax time too!

• Unlimited growth through our learning & development (L&D) programs in an environment that fosters internal promotions, helping you gain the necessary skills to reach the next step in your professional journey!

• Connecting with our community is important – which is why we have our donation matching program, DEI-B events, and our employee resource groups to ensure everyone feels at home at Pax8.