Partner Support Engineer

5 days ago

Manila, National Capital Region, Philippines Pax8 Full time

On-site - Manila Fresh Graduate/Student Diploma Full-time

Job DescriptionDescription

No matter who you are, Pax8 is a place you can call home. We are growing globally, and are now expanding across Australia, New Zealand and Asia.

Culture is important to us, and at Pax8, it's business, and it IS personal. We are passionate, creative, and humorously offbeat. 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.

Position Summary:

We are seeking a highly motivated and experienced 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. This role 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.

This role is based in Makati City, Metro Manila. Employees are expected to work from the office, night shift, and/or shifting schedule.

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

  • Internal Platform & Marketplace Support
    • Handle inbound technical support requests through multiple channels 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 Partner 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 including troubleshooting, escalations, and vendor-specific technical assistance.
    • Act as a liaison between our internal teams and external vendors to ensure timely resolution of technical issues, product enhancements, and platform integration challenges.
    • Work closely with vendors 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 (Product, Engineering, Sales, etc.) to resolve complex partner issues and improve product offerings.
    • 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.
Ideal Skills, Experience, and Competencies:
  • 1-3 years of related experience 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.
  • 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.
  • 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 to learn, adapt, and grow in a fast-paced, ever-evolving environment.

Why join Pax8?
  • 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 Us:

Pax8 is the leading value-added cloud-based SaaS marketplace, simplifying the cloud journey for our partners by integrating technology, business intelligence and proactive service to deliver an unparalleled experience. Serving thousands of partners through the indirect sales channel, our mission is to be the world's favourite place to buy cloud products.

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.

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