Support Operations Engineer

Pax8

1d•$65,000 - $100,000•Remote

About The Position

Pax8 is hiring a Support Operations Engineer I to improve experiences for partners and support teams by using support data, automation, ServiceNow solutions, and emerging AI capabilities. The role is suited to someone developing skills across technical support, operational data, automation, knowledge management, and AI, with opportunities to learn through structured learning, shadowing, hands-on delivery, and self-directed development. The engineer will analyze support reporting and dashboards, build and maintain ServiceNow workflows and related tools, contribute to AI experiments, improve knowledge resources, and work with partner-facing and escalation teams to translate recurring challenges into practical improvements. The role also involves keeping project and build work visible in the team backlog and ticketing processes, following build and documentation standards, and communicating availability during business hours. The position is remote in the United States and requires valid authorization to work there.

Requirements

Reasonable hands-on experience in technical support, support operations, information technology, or work involving data or automation, or demonstrable strong technical aptitude.
Some familiarity with ServiceNow, reporting technology, or low-code automation platforms.
Comfort exploring spreadsheets, operational reports, data, and straightforward queries to understand what is happening and why.
Curiosity about AI, automation, and agentic workflows, with willingness to learn through experimentation and feedback.
Ability to turn technical thinking into clear, structured documentation.
Ability to listen to frontline challenges and translate them into practical tooling, process, or automation opportunities.
Ability to investigate underlying causes of recurring problems rather than focusing only on immediate fixes.
Ownership of work, visible progress, and consistent build and documentation practices.
Ability to collaborate across teams and bring different perspectives together.
Relevant education or equivalent practical experience.
Valid right to work in the United States.

Nice To Haves

Familiarity with ServiceNow and Knowledge-Centered Service principles.
Practical interest or experience in AI and automation.

Responsibilities

Use recurring reports and dashboards to identify drivers of support demand, case-handling efficiency, trends, and unusual patterns.
Help experienced engineers translate support data into focused improvement opportunities.
Create and maintain ServiceNow workflows, playbooks, forms, and service catalog experiences in line with engineering standards.
Contribute to agentic AI experiments by helping develop prompts, designing tests, and evaluating results.
Identify knowledge gaps, support audits, and improve information used by people, automations, and AI-powered experiences.
Partner with Escalations and Partner Success to understand recurring pain points and translate them into requirements and priorities for tools, automation, and process improvements.
Develop technical capabilities across data, ServiceNow, automation, and AI through learning, shadowing, hands-on delivery, and self-directed development.
Keep project and build work visible through team backlog and ticketing processes.
Maintain clear communication and availability during business hours.
Take ownership of consistent build and documentation standards.

Benefits

401(k) with company match
Medical, dental, and vision coverage
Employee Assistance Program (EAP)
Employer-paid life, AD&D, short-term disability, and long-term disability insurance
Flexible open PTO
Paid sick leave
Paid parental leave
RTD EcoPass for eligible Colorado-based employees
Access to an internal development hub
Learning and Development trainers, AI-powered tools, mentors, and cross-continent collaboration