Technical Support Engineer I- Continuity

Posted Mar 17

Pax8 is the leading cloud-based technology 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 favorite place to buy cloud products. We are a fast-growing, dynamic and high-energy startup organization, allowing you to make a meaningful impact on the business. 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.

No matter who you are, Pax8 is a place you can call home. We know there’s no such thing as a “perfect" candidate, so we don’t look for the right "fit" – instead, we look for the add. We encourage you to apply for a role at Pax8 even if you don’t meet 100% of the bullet points. We believe in cultivating an environment with a diversity of perspectives, in hopes that we can all thrive in an inclusive environment. 

We are only as great as our people. And we have great people all over the world. No matter where you live and work, you’re a part of the Pax8 team. This means embracing hybrid- and remote-work whenever possible.  

Position Summary:

The Tech Support Engineer I – Continuity A interacts with our partners through multiple communication channels, providing technical support and escalation assistance on the highly complex Continuity vendor Acronis. They create product knowledge documentation as needed. The Engineer works in a close-knit team that interacts constantly to aid one another and provide the best experience possible for our Partners.

Essential Responsibilities:

  • Provide technical partner support by managing daily cases assigned, resolving routine technical cases, and escalating cases to upper-tier engineers and/or vendors.
  • Work with the Acronis Support team on escalated cases to ensure prompt response and assist with a resolution.
  • Collaborate closely with our partners to answer basic product questions and clarify processes.
  • Develop and maintain knowledge around Acronis backup technologies.
  • Work with Pax8 Sales and Solution Consultants to support partners as needed and provide a well-rounded support experience.

Ideal Skills, Experience, and Competencies:

  • At least two (2) years of related experience in the technical support field.
  • Fundamental level of knowledge on at least one supported technology (e.g., Acronis).
  • Possess an understanding of complex systems surrounding backup solutions (e.g., VSS, NTFS, LAN/WAN technologies, TCP/IP/VPN technologies, blockchain/D2C technologies, cloud infrastructure, disaster recovery).
  • Possess a strong technical aptitude.
  • Strong ability for problem-solving and analyzing new environments quickly.
  • Exceptional written and verbal communication.
  • Propensity for learning and ability to learn new technologies quickly.
  • Team-driven with a focus on collaboration over individual work.
  • Organized with a strong ability for time management.
  • Strongly driven for personal and professional growth.
  • Driven to grow and learn constantly.
  • Resilience to actively learn through experimentation when tackling new problems, using both successes and failures as learning opportunities.
  • Agility to anticipate and adopt innovations in business-building digital and technology applications.
  • Ability to build partnerships and work collaboratively with others to meet shared objectives.
  • Ability to make sense of complex, high volume, and sometimes contradictory information (e.g., vendor logs, vendor KBs, Event Viewer logs) to effectively solve problems.

Required Education & Certifications:

  • B.A./B.S. in related field or equivalent work experience.

Compensation:

  • Qualified candidates can expect a salary beginning at $50,000 or more depending on experience

Expected Closing Date: 03/28/2024

#LI-Remote #LI-CL1 #BI-Remote #DICE-C

*Note: Compensation is benchmarked on local Denver Metro area market rates. Qualified candidates in other locations can expect a salary package that may be adjusted based off applicable cost of wages in their respective location.

At Pax8 we believe that your Total Rewards should include a benefits package that shows how much we value our greatest assets. All FTE Pax8 people enjoy the following benefits:

  • Non-Commissioned Bonus Plans or Variable Commission
  • 401(k) plan with employer match
  • Medical, Dental & Vision Insurance
  • Employee Assistance Program
  • Employer Paid Short & Long Term Disability, Life and AD&D Insurance
  • Flexible, Open Vacation
  • Paid Sick Time Off
  • Extended Leave for Life events
  • RTD Eco Pass (For local Colorado Employees)
  • Career Development Programs
  • Stock Option Eligibility
  • Employee-led Resource Groups