Manager of Technical Support, Pax8
$100-130k
Plus Stock Option Eligibility; Offers Non-Commissioned Bonus Plans or Variable Commission
More information about location
Marketplace for cloud-based business solutions
Be an early applicant
Marketplace for cloud-based business solutions
1001+ employees
Be an early applicant
$100-130k
Plus Stock Option Eligibility; Offers Non-Commissioned Bonus Plans or Variable Commission
More information about location
1001+ employees
Company mission
To be the world’s favourite marketplace for technology professionals to buy cloud products.
Role
Who you are
- At least eight (8) years of experience providing direct customer facing support
- At least three (3) years of experience as a manager of leader of a team delivering technical support
- Ability to build and develop teams high functioning support teams an identity that brings forward their diverse skills and perspectives to achieve common goals
- Strong communication skills, written and verbal
- A proven ability to enter incident escalations and defuse situations where partners and/or customers may be dissatisfied
- Ability to manage accountability and maintain a quality standard
- Ability to identify work that needs to be done while delegating or performing related tasks as needed
- Strong understanding of troubleshooting concepts as well as an understanding of cloud technologies and Pax8’s service offerings
- Ability to work and collaborate with stakeholders from other departments and vendors to meet common goals
- B.A./B.S. in related field or equivalent work experience
- Certification in Microsoft products and/or Services preferred but not required
What the job involves
- The Manager of Technical Support oversees our Technical Support teams in both daily operations and execution of longer-term initiatives
- They elevate both the team as a whole and the individual team members while guiding and developing them to meet their goals
- The Manager also acts as a mentor to the team leads and ensures that the team is performing at its highest level
- They work with vendors and other teams during both the onboarding process as well as the ongoing relationship between Technical Support and those vendors
- Monitor team performance based on KPIs
- Develop, refine, and maintain support SLOs and SLAs as well as their performance
- Perform 1:1s with team leads and individual team members
- Review both individual and overall team growth and employee development
- Collaborate and align with departments related to Technical Support
- Develop and manage the onboarding and training processes for new hires
- Act as a major point in partner, vendor, and internal escalations
- Collaborate with leadership to develop, optimize, and document support processes
- Develop and manage quality of service processes aimed at improving the partner experience
- Monitor and manage the team’s overall ability to successfully deliver service - based on capacity, coverage, capability, and resource availability
- Develop, refine, and manage the implementation of new products to be delivered to Technical Support
- Ensure Technical Support representation during vendor cadence call and product discovery calls
- Act as liaison between Technical Support teams and vendors to ensure both are meeting expectations
- Ensure teams are properly equipped with the necessary information and tools
- Facilitate ongoing training for teams
- Drive Knowledge Base content generation and creation
Application process
- Expected Closing Date: 2/26/24
- Colorado law requires an estimated closing date for job postings. Please don't be discouraged from applying if you see this date has passed
Our take
Cloud computing facilitates access to software products without having the computer power required to use them, presenting great opportunities for enterprises to benefit from cutting-edge software. However, managing subscriptions to cloud products can be a convoluted process unique to each software product, presenting the need for a unified accessibility solution.
Pax8 provides an online marketplace for cloud-based software, allowing businesses to order, bill, manage, and provision cloud products within a single place. The marketplace contains a curated catalogue of cloud providers, a license management dashboard, demo infrastructure and tools for billing and invoicing, ultimately ensuring that users do not need to navigate outside the platform to manage their cloud software inventory.
Whilst many of the services provided by Pax8 are already included in cloud software applications, the company has made the smart move of partnering with software providers such as Bam Boom Cloud to unify all management tools into a single platform. By ensuring companies can browse, purchase, and manage cloud solutions within the marketplace, the company aims to increase accessibility and minimise complexities associated with cloud computing.
Steph
Company Specialist at Welcome to the Jungle
Insights
33% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Apr 2022
$185m
LATE VC
Jan 2021
$96m
LATE VC
Total funding: $336m
Company 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
Company values
- Innovate: Finding creative solutions means challenging the status quo and embracing diverse perspectives and experiences to fuel new ideas
- Elevate: We lift others, ourselves and our work through a supportive culture and continual investment in our knowledge and skills
- Advocate: Praise is openly given, shared and received, ensuring that everyone’s contributions are seen and recognised
- Celebrate: We celebrate team members’ unique backgrounds, experiences and skills – in the knowledge that their expertise and insight enable us to constantly evolve
Company HQ
Bristol, UK
Articles
Leadership
John Street
(CEO)Experience as CEO, Chairman and Founder of MX Logic from 2002 to 2009. CEO and Chairman of MSBiotec from 2009 to 2018.
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