Pax8 is seeking a 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

Let’s look at your day to day as a Partner Support Engineer:

🖥️ 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.

You'll be the ideal Partner Support Engineer for us if you have:

• 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

• Ability to analyze large volumes of information, identify patterns, and apply logical reasoning to solve complex technical issues

• Capability to balance short-term resolutions with long-term solutions to recurring issues

• 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

• Excellent verbal and written communication skills with the ability to communicate at all levels in English and other relevant languages depending on the market

What Makes You a Great Fit

You embody Pax8 behaviors:

• Compassionate Candor—We aim to assist others with candid, actionable feedback.

• Seek to Understand—Be open, curious and committed to learning.

• We Before Me—Actively collaborate and seek out diverse perspectives to ensure a win for Team Pax8.

• Do What You Say—Take ownership and honor your commitments; prioritize and deliver.

• Light Up Learning—Be brave and try new ideas; be vulnerable and share your failures so everyone can learn from our mistakes.

• Driven by Passion—Connects personal passion to Pax8 mission, resilient in face of adversity and uncertainty in pursuit of mission.

In order to fulfil this role you should be resident in this country with a valid right to work.

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 where there are a diversity of perspectives.

We review and acknowledge every application using real humans - please look out for a response from us to your application in your inbox but check spam too!

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.

• 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.

About Pax8:
Pax8 is the technology marketplace of the future, linking partners, vendors, and small to midsized businesses (SMB’s) through AI powered insights and comprehensive product support. With a global partner ecosystem of over 39,000+ managed service providers (our customers), Pax8 empowers SMB’s worldwide by providing software services that unlock their growth potential and enhance their cloud security!

We’ve pioneered simplifying the cloud services journey for thousands of our partners by reinventing the IT cloud model with more than 130+ vendors (software/cloud providers) globally giving customers and partners real choice! Pax8 run a transaction through our Marketplace every 7 seconds and support 700,000+ indirect businesses and more than 22,000,000+ end users around the world!

For the 8th consecutive year running, Pax8 have been listed on the 2025 Inc.5000 list and we have a $2BN+ annual recurring revenue. This has lead us to become recognised as one of the Best Managed Company’s 2025 and our pioneering cloud marketplace earning a 5 star rating in the 2025 CRN awards as a Partner Program Guide winner!

Our Culture:
Culture is important to us, and at Pax8, it’s business, and it IS personal. We embody our behaviours - Compassionate Candour, Seek to Understand, We Before Me, Do What You Say, Light Up Learning and Driven by Passion!

We are passionate, creative, and unconventional. We work hard, keep it fun, and expect the best! Through our 4 core values - We Elev8 each other! We Advoc8 for our partners! We Innov8 continuously! We Celebr8 life!

Our purpose is to help every small business turn their dreams into reality through the power of technology! Why not be a part of our success story?

Equal Opportunities:
Pax8 are an equal opportunities employer and welcome individuals who are in possession of the appropriate requirements to work within your country. 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 best practices and processed only in accordance with our recruiting processes.

As part of our hiring process, we are required to undertake information verification 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. 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.

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.

Job Applicant Privacy Notice (https://www.pax8.com/en-uk/job-applicant-privacy-notice/)