Position Summary

We are seeking a highly motivated and experienced Technical Support Engineer (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.

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

Applicants will be reviewed January, 2026.

Essential Responsibilities (includes, but 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.

• Work closely with Tier 2 specialists 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.

• 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 programmes, receiving peer or manager coaching, taking on stretch projects or on the job training.

Ideal Skills and Experience:

• 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.

• 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.

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.