Partner Escalation Engineer Pax

Job:
Partner Support Escalation Engineer

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.

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 such as Microsoft, Crowd Strike, Sentinel One, Bitdefender, and Bit Titan.

As Pax8 continues to evolve its AI‑enabled marketplace, you’ll grow alongside new tools, capabilities, and a global partner network that depends on your insight.

• Champion complex escalations — serve as 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.

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.

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

We care deeply about building genuine, trust‑based relationships throughout the hiring process. All applications undergo identity verification and reference checks to ensure authenticity. Investors and hiring teams use AI tools to review and prioritize candidates, but final decisions are made by people.

Salary Range: $70,000 – $90,000 USD

Location:

United States (Fully remote – no office requirement).

• 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
• Linked In 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

Pax8 is an equal‑opportunity employer and welcomes individuals who are eligible to work in the United States. We value diverse perspectives and inclusive hiring practices.