Tech Support Engineer II- Security

Tech Support Engineer II- Security

06 May 2024
Colorado, Denver, 80201 Denver USA

Tech Support Engineer II- Security

Vacancy expired!

We know there’s no such thing as a “perfect" candidate - Nor do we look for the right "fit" with us, 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 where there are a diversity of perspectives, in hopes that we can all thrive in an inclusive environment. Pax8 also encourages all applicants authorized to work in the US to apply regardless of location.

Position Summary:At Pax8, the level of service and support provided is a key differentiator: we provide our partners with “The Wingman Experience”. The Technical Support Engineer II (TSEII) plays a pivotal role in the delivery of the “Wingman Experience”. He/she interacts with our partners through multiple communication channels, providing advanced technical support and escalation assistance on the vendors that we have on our line card. The TSEII also acts as the first point of internal escalation for the lower tiered engineers on the team. Team collaboration and mentorship are part of their responsibilities; as are handling more complex support scenarios and tier 1 escalations. Creating product knowledge documentation is an essential duty of the TSEII. As the Technical Support Department is broken into different teams, he/she will be assigned a team and expected to focus on the products and technologies that are relevant. Those teams, “Stax”, follow the Pax8 Stax model of Productivity, Infrastructure, Continuity, and Security.

Essential Responsibilities (includes, but is not limited to):
      • Providing advanced technical support to partners
      • Responsible for daily cases assigned
      • Logging into phone and case management systems according to schedule
      • Resolving complex technical cases in a timely and efficient manner, using advanced technical knowledge of our various Stax solutions
      • Determining when escalation to upper tier engineers and/or vendors is necessary and appropriate
      • Owning and overseeing escalated support cases until resolution is determined
      • Collaborates with others to develop customer support and problem resolution processes in order to provide more efficient, better partner/customer support
      • Collaborates with vendors or vendor contacts around cases currently in an escalated state
      • Acts as first point of internal escalation for tier 1 support engineers
      • Team Mentorship and Escalation Assistance
      • Assists with mentorship of team members over the following:
        • i. Acts as guided resource for new team members, L1’s, and Service Desk team members
        • ii. Serves as new hire Co-Pilot
        • iii. Provides feedback to leadership on methods of improvement for systems and situations that may develop
      • Shares product specific support cases and their resolutions with the team for ongoing learning opportunities
      • Participates in live support cases or cases in which a partner has expressed frustration
      • Product and Knowledge Specialization
      • Develops and maintains knowledge around specific products in team
      • Work with vendors and vendor contacts to drive continuous communications around updates and information that may affect the team
      • Acts as a delegated Subject Matter Expert for one or more products, assisting with vendor communications, product training, as well as team and leadership awareness
Ideal Skills, Experience, and Competencies:
    • Strong communication skills around customer service – can defuse situations where partners and/or customers may be frustrated
    • Excellent analytical & problem-solving skills combined with the ability to provide quick resolution to problems
    • A self-motivated, strategic creative worker with a drive for executional excellence
    • Proficient at managing email and team communication through MS Outlook and MS Teams
    • Demonstrated support specific knowledge in one or more of the following Pax8 Staxs:
      • Productivity: Advanced admin/engineer level experience with the Microsoft Office 365 platform. Experience migrating to Office 365, or from different versions of Microsoft Exchange. Understanding of PowerShell and its use with Office 365. Advanced knowledge of the Office 365 Desktop Suite. Fundamental knowledge of mail flow concepts and DNS.
      • Infrastructure: Advanced experience with the Microsoft Office 365 and Azure platforms. Experience with Azure AD Connect and hybrid configurations. Knowledge of Windows Virtual Desktop and/or Remote Desktop Services. Understanding of virtualization and clustered server environments.
      • Continuity: Advanced admin/engineer level experience with BC/DR solutions, their set up, configuration, and failover best practices. Understanding of Microsoft Windows Server architecture. Advanced admin/engineer level experience with SaaS based email solutions, Office 365 preferred. Advanced admin/engineer level experience with SaaS based backup solutions and the restoration of data. Working knowledge of continuity-based products such as Acronis, Storagecraft, Veeam, Dropsuite.
      • Security: Advanced admin/engineer level experience with the Microsoft Office 365 platform. Understanding of mail flow, related DNS records, diagnosing mail flow issues, setting up connectors to third party platforms. Advanced admin/engineer level experience on SaaS based email security platforms like Proofpoint, Ironscales, Titan HQ. Advanced admin/engineer level experience with endpoint solutions like SentinelOne and Bitdefender. Installation, removal, and remediation experience with endpoint solutions. Knowledge around cybersecurity best practices or the desire to learn and dig deeper.

Required Education & Certifications:
    • B.S./B.A. degree in related field or equivalent work experience
    • At least four (4) years of relatable experience in the technical support field
    • MSP experience a plus
    • Industry Specific certs preferred
    • Microsoft 365 Expert Admin, MCSA, Comptia A+, Network+, Security+

Compensation
    • Qualified candidates can expect a salary beginning at $60,000 or more depending on experience
Note: Compensation is benchmarked on local 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. Pax8 people enjoy the following benefits: Non-Commissioned Bonus Plans or Variable Commission401(k) plan with employer matchMedical, Dental & Vision InsuranceEmployee Assistance ProgramEmployer Paid Short & Long Term Disability, Life and AD&D InsuranceFlexible, Open VacationPaid Sick Time OffExtended Leave for Life eventsRTD Eco Pass (For local Colorado Employees)Career Development ProgramsStock Option EligibilityEmployee-led Resource Groups Pax8 is the leading value-added cloud-based SaaS distributor, simplifying the cloud journey for our partners by integrating technology, business intelligence and proactive service to deliver an unparalleled experience. Serving over 6,000 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. Pax8 not only wins numerous awards in our field but we have time and again been voted among the best places to work in Denver. We are committed to our goal of being the #1 employer of choice! Pax8 is an EEOC Employer.

Related jobs

  • Staff Product Security Engineer - 2406174566W

  • Fastly helps people stay better connected with the things they love. Fastly’s edge cloud platform enables customers to create great digital experiences quickly, securely, and reliably by processing, serving, and securing our customers’ applications as close to their end-users as possible — at the edge of the Internet. The platform is designed to take advantage of the modern internet, to be programmable, and to support agile software development. Fastly’s customers include many of the world’s most prominent companies, including Vimeo, Pinterest, The New York Times, and GitHub.

  • Finance Director, Tech & Data Support - 2407017534W

  • Why Join Us? As the world\'s leading vendor of Cyber Security, facing the most sophisticated threats and attacks, we\'ve assembled a global team of the most driven, creative, and innovative people. At Check Point, our employees are redefining the security landscape by meeting our customers\' real-time needs and providing our cutting-edge technologies and services to an ever-growing customer base. Check Point Software Technologies has been recognized by Forbes as one of the World\'s Best Places to Work four years in a row (2020-2023), ranking among the top 50 companies across the globe in the IT category. Check Point has also been named to Forbes\' list of World\'s Top Female-Friendly Companies. If you want to make the world a safer place and join an award-winning company culture - you belong with us. Key Responsibilities You will be responsible for Work closely with the sales team to identify prospects Demonstrate our full portfolio of solutions that help keep organizations safe from threats and protect their operations and information Educate customers, prospects and partners on the diversity of technical, operational and business challenges many organizations face and how Check Point solutions can solve them Drive meetings with potential and existing customers to identify their problems and provide appropriate solutions Address technical questions, offer insight into best practices and manage Proof-of-Concepts Respond to RFI\'s & RFP\'s Engage and educate key partners and customers on the latest security technologies Active participation in cybersecurity events #LI-MG1 Qualifications What you bring to the table 4-8 years of engineering and pre-sales experience Possess strong analytical and problem-solving skills Good understanding of typical customers networks Ability to create an end-to-end security solution for a customer\'s environment Excellent communication and presentation skills Relevant certifications highly preferred, e.g. CCNP / CISSP/ CCSA / CCSE Must be eligible to work in the US without sponsorship from an employer now or in the future What you\'ll get in return Exposure to exciting and award-winning technologies in the Cyber Security industry Meet the people behind our cutting edge technologies during our New Hire Training held in Israel Opportunity to fulfill your potential by rolling out creative ideas and projects Work with and build a long-lasting relationship with a team of brilliant people If this sounds like an ideal role for you then why wait? Apply now! EOE M/F/Veterans/Disabled The wage range for this position takes into consideration a variety of factors in determining your pay. We\'ll consider your location, experience, certifications, and other business and organizational needs. The wage disclosure has not been adjusted for applicable geographic differentials associated with the location at which this position may be filled. A reasonable estimate of the current base wage range for this role is $115,500-$177,750. In addition to the base compensation, certain roles are eligible for additional compensation, including an annual bonus or sales incentive based on revenue or utilization, depending on the terms of the plan and the employee\'s role. These awards are allocated based on individual performance. Benefits/perks listed here may vary depending on the nature of your employment with Check Point Software Technologies and the country/state where you work. US-based employees gain access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, stock awards and an employee stock p

  • Description:

  • Allied Universal®, North America’s leading security and facility services company, provides rewarding careers that give you a sense of purpose. While working in a dynamic, diverse and inclusive workplace, you will be part of a team that fuels a culture that will reflect in our communities and customers we serve. We offer medical, dental and vision coverage, life insurance, retirement plan, employee assistance programs, company discounts, perks and more for most full-time positions!

  • Heavy Equipment Field Service Tech – Pay Rate $30-$40 depending on experience

Job Details

  • ID
    JC13016648
  • State
  • City
  • Job type
    Permanent
  • Salary
    $60,000+
  • Hiring Company
    Pax8
  • Date
    2021-04-28
  • Deadline
    2021-06-27
  • Category

Jocancy Online Job Portal by jobSearchi.