Partner Support Escalation Engineer (P2)

Pax8

10d•$70,000 - $90,000•Remote

About The Position

⭐ 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

Requirements

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

Nice To Haves

Relevant technical certifications (e.g., Microsoft, ITIL, AWS) or equivalent hands‑on expertise

Responsibilities

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.

Benefits

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
Non-Commissioned Bonus Plans or Variable Commission
RTD Eco Pass (For local Colorado Employees)
Career Development Programs
Stock Option Eligibility
Employee-led Resource Groups