⭐ Partner Support Escalation Engineer
(United States) — Remote
Lead high‑impact escalations for partners across the Pax8 Marketplace
Shape the Partner Support experience as you become the go‑to escalation expert for our U.S. partners, helping them get the most from the Pax8 Marketplace.
Make your mark at the heart of our cloud ecosystem
This is an exciting opportunity to operate at the center of our Global Partner Support team, owning complex technical escalations and guiding partners through critical issues that impact their business. You’ll deepen your expertise across the Marketplace platform, Orders & Billing, Change of Channel and Customer Migrations — while gaining exposure to vendors like Microsoft, CrowdStrike, SentinelOne, Bitdefender and BitTitan.
As Pax8 continues to evolve its AI‑enabled marketplace, you’ll grow alongside new tools, new capabilities and a global partner network that depends on your insight.
Where culture and community come together
At Pax8, culture isn’t an accessory — it’s how we operate. We Elev8 each other, Innov8 together and Advoc8 for our partners. Learn more about life at Pax8 through our latest stories on pax8.com and the Pax8 Blog.
What you’ll do
✨ Champion complex escalations — Become the subject matter expert for Marketplace platform issues, orders, billing and migrations, guiding partner‑facing teams through advanced scenarios.
🤝 Collaborate across Pax8 — Work closely with Product, Engineering and Professional Services to diagnose challenges, improve processes and strengthen internal knowledge.
🌐 Own vendor engagements — Act as the escalation contact for key vendors, driving cases to resolution by partnering with Microsoft and other ecosystem leaders.
📚 Build knowledge at scale — Create documentation and share insights that strengthen our support model across Tier 1 and Tier 2 teams.
🧭 Support continuous improvement — Surface trends, contribute to post‑mortems and help evolve our support and escalation frameworks.
The impact you’ll drive
You’ll be the bridge between partners, vendors and Pax8 teams — ensuring issues are resolved quickly, expertly and transparently. By elevating our partner experience, you’ll directly influence satisfaction, retention and confidence in our Marketplace.
What you’ll bring
You’ll thrive here if you bring:
- Substantial technical expertise across cloud productivity, billing operations or Marketplace platforms
- Demonstrated analytical problem‑solving and advanced troubleshooting capabilities
- Proven success building strong relationships across technical and non‑technical teams
- A collaborative, curious approach to learning new tools and adapting to change
- A passion for documenting solutions, improving processes and building repeatable knowledge
- The ability to communicate clearly, calmly and empathetically with partners and vendors
- Relevant technical certifications (e.g., Microsoft, ITIL, AWS) or equivalent hands‑on expertise
How we hire
At Pax8, we care deeply about building genuine, trust based relationships — starting with how we hire.
To protect our business, our teams, and our customers, we use a range of measures throughout the recruitment process to help confirm authenticity and prevent fraud. These safeguards are designed to be fair, respectful, and proportionate, and may evolve as risks change. By applying, you acknowledge that we take steps to verify identity and representation during hiring. If you're applying as your authentic self, you have nothing to worry about — we're excited to meet you.
We also use thoughtfully applied AI-enabled tools to support our hiring process. These tools may assist with tasks such as reviewing or prioritizing applications, but hiring decisions are made by our people. More information is available in our Recruitment Privacy Notice. If you have questions about how we hire or would prefer not to have your application supported by these tools, you can opt out at any part of our process.
Come as you are
We encourage you to apply even if you don't meet 100% of the criteria. We're committed to diverse perspectives, inclusive hiring and sharing your transferrable skills. To fulfil this role, you must hold valid right to work in United States.
Pay & Benefits
Salary Range: $70,000 – $90,000 USD
United States
- Comprehensive health coverage including medical, dental and vision insurance
- 401(k) plan with employer match
- Generous PTO, paid holidays and flexible time‑off programs
- Paid parental leave and family‑friendly benefits
- Mental health support, wellbeing resources and Employee Assistance Programs
- LinkedIn Learning access and dedicated training time
- Company‑paid life insurance, disability coverage and additional voluntary benefits
- Regular team events, community involvement opportunities and a high‑energy culture
Your work environment
This role is fully Remote — no office requirement.
Grow at the speed of Pax8
There's extensive room for a talented individual to grow at pace — whether that's advancing quickly in this role or exploring one of the many opportunities across our global organization. You'll have access to our internal development hub designed to accelerate your skills and stretch your potential. Alongside specialist Learning & Development trainers, you'll also tap into AI powered tools, "born in the cloud" mentors, and cross continent collaboration that broaden your perspective and sharpen your expertise. We'll give you the space, trust, and the right projects to help you thrive — and full visibility of what it takes to reach your next level.
Who we are
Our mission is to build the managed intelligence marketplace and empower small businesses to do more with smarter technology. We are a fast-growing, dynamic, and high-energy organization with a start-up feel, allowing you to make a meaningful impact on the business. Culture is also important to us, and at Pax8, it's business, and it IS personal. We are passionate, creative, and unconventional. 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.
Background checks
As part of our hiring process, we are required to undertake pre-employment checks on all candidates that are successful in their application with Pax8. As part of these checks Pax8 will request ID verification, reference requests and qualification checks (additional checks may be completed for certain countries, such as criminal and financial). All checks are completed by our third-party provider, First Advantage. Once checks have been completed all candidates will receive a copy for their records.
Equal opportunities
Pax8 are an equal opportunities employer and welcome individuals who are in possession of the appropriate requirements to work within the country you have applied for. Offered individuals will be asked to undertake identity, security compliance and reference checks. Your privacy is important to us. Your data will be held in accordance with local best practices and processed only in accordance with our recruiting processes. Privacy notice: https://www.pax8.com/en-us/terms/job-applicant-privacy-notice/
At Pax8, we care deeply about building genuine, trust‑based relationships — starting with how we hire.
To protect our business, our teams, and our customers, we use a range of measures throughout the recruitment process to help confirm authenticity and prevent fraud. These safeguards are designed to be fair, respectful, and proportionate, and may evolve as risks change.
By applying, you acknowledge that we take steps to verify identity and representation during hiring. If you’re applying as your authentic self, you have nothing to worry about — we’re excited to meet you.
Perks:
Why Join Pax8?
Because here, success isn't just about numbers—it’s about impact.
It’s about being part of a team that thinks bigger, empowers each other, and never loses sight of why we do what we do: to make the cloud easier, more accessible, and more meaningful.
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
Please take a moment to review our Proprietary Rights and Non-Competition Agreement — this document outlines important information about your rights and responsibilities if you join our team.
Pax8 is an EEOC Employer.
Equal Opportunities
Pax8 is an equal opportunities employer and welcome individuals who are in possession of the appropriate requirements to work within the country the role is based in. Offered individuals will be asked to undertake identity, security compliance and reference checks. Your privacy is important to us. Your data will be held in accordance with Data Privacy best practices and processed only in accordance with our recruiting processes.
Job Applicant Privacy Notice
