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Cloud Support Engineer

1 week ago

Manila, National Capital Region, Philippines Pax8 Full time

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.

Job Description

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.

  • 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.