Technical Support Engineer

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:

Join our dynamic Global Partner Support team as a Technical Support Engineer 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, rotating schedule position (EMEA or AMER shifts) with standard 8-hour shifts, including two 15-minute breaks and a 1-hour unpaid lunch.

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

• Platform & Marketplace Support: Resolve technical issues (platform, orders, billing, migrations, integrations) for internal partners, ensuring accurate documentation and timely follow-ups.
• Vendor Liaison: Provide technical support and coordinate issue resolution between internal teams and external marketplace vendors.
• Issue Management & Knowledge: Triage support cases, escalate as needed, develop knowledge base articles, and identify recurring issues for product improvement.
• Partner Communication: Serve as the primary contact for partners, delivering clear, professional communication and proactive updates on issue resolution.

Ideal Skills, Experience, and Competencies:

• Solid understanding of SaaS, cloud software, and IT support principles, with expertise in basic troubleshooting (software, connectivity, accounts).
• Familiarity with ticketing platforms (e.g., ServiceNow).
• Knowledge of operating systems (Windows, macOS) and common web browsers.
• Ability to follow scripts and knowledge bases for efficient issue resolution.
• Proficient analytical and problem-solving abilities.
• Excellent written and verbal communication, capable of explaining complex technical issues simply.
• Strong customer service orientation with the ability to defuse tense situations and build positive relationships.
• 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.

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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