Technical Support Engineer L2

4 days ago

Manila, National Capital Region, Philippines Pax8 Philippines Inc. Full time

Position Summary:

Join our dynamic Global Partner Support team as a Technical Support Engineer L2 in Makati City You'll be a key player in empowering our Managed Service Provider (MSP) partners by providing expert technical assistance across our platform's diverse services. This role offers a unique opportunity to directly impact partner success through efficient issue resolution, proactive communication, and seamless coordination with internal teams and external vendors. You'll tackle a variety of marketplace functions, including platform operations, order and billing management, channel changes, and customer migrations. If you thrive in a fast-paced environment, possess strong problem-solving skills, and are passionate about delivering exceptional customer service and technical solutions, we want to hear from you.

This is an office-based, night/shifting schedule position with standard 8-hour shifts, including two 15-minute breaks and a 1-hour unpaid lunch.

Essential Responsibilities (includes, but is not limited to):

  • Expert Technical Resolution: Drive partner success by tackling complex technical challenges, managing critical disaster recovery scenarios, and providing advanced support, ensuring timely and effective solutions.
  • Vendor Collaboration & Escalation Management: Partner with Security Endpoint Vendor Support teams to expedite escalated cases, ensuring swift responses and optimal resolutions.
  • Partner Empowerment & Knowledge Sharing: Serve as a trusted advisor, providing clear product guidance and process clarification to empower our partners.
  • Security Endpoint Product Mastery: Continuously expand and maintain deep expertise in all Security Endpoint products, becoming a subject matter expert.
  • Team Mentorship: Act as a vital resource for L1 Engineers, sharing knowledge, providing mentorship, and collaborating on case resolution.
  • Cross-Functional Partnership: Collaborate with Pax8 Sales and Solutions Engineers to deliver a comprehensive and seamless support experience for our valued partners.

Ideal Skills, Experience, and Competencies:

  • Advanced knowledge of major Continuity & Security products (Acronis, Dropsuite, SentinelOne, CrowdStrike, Proofpoint, Ironscales).
  • Proficiency in backup solutions (VSS), extended detection and response (XDR, MDR), security service edge/security information and event management (SASE/SIEM), cybersecurity, networking, scripting, deployment, and operating systems (Windows, Linux, Apple).
  • Ability to analyze complex data (vendor logs, knowledge bases, event logs) for effective problem resolution.
  • Proven experience working directly with vendors.
  • Team-oriented, focused on both collaboration and mentorship to enhance team growth.
  • Excellent written and verbal communication, capable of explaining complex technical issues simply.
  • Willingness to learn and adapt in a dynamic, evolving environment.

Why join Pax8?

At Pax8, we recognise that our greatest assets are our people. We're committed to supporting your professional and personal well-being, offering a comprehensive benefits package designed to empower your success:

  • 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
  • Develop Your Expertise with Paid Certifications: Gain valuable industry-recognised certifications, fully funded by us, to enhance your skills and expand your professional capabilities.
  • Connect and Contribute: We believe in building a strong community. Our donation matching program, DEI-B events, and employee resource groups create an inclusive environment to ensure everyone feels at home at Pax8.
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