Manager – Partner Support Engineer

Manager – Partner Support Engineer

Requirements

• 3-5 years of support management experience leading support teams at scale, ideally within a fast-growing tech company or SaaS environment.
• Proven experience managing teams in a global, distributed environment.
• Strong background in performance management, with experience using metrics and data to drive continuous improvement.
• Proficient in using CRM systems, like ServiceNow, Salesforce and similar ticketing/issue tracking platforms.
• Strong understanding of SaaS platforms, order management, billing systems, and license mobility.
• Knowledge of best practices for knowledge management and creating scalable support processes.
• Exceptional written and verbal communication skills, with the ability to clearly articulate complex issues and solutions to both technical and non-technical stakeholders.
• Strong interpersonal skills with the ability to manage relationships both internally and externally.
• Strong leadership abilities with experience in motivating and managing teams towards success.
• Excellent organizational and multitasking skills, with the ability to balance competing priorities in a fast-paced environment.
• A results-oriented, customer-first mindset, with the ability to drive outcomes through strategic leadership.
• Demonstrated ability to build and maintain a positive and productive team culture, even in challenging times.

Responsibilities

• Lead, manage, and inspire a team of Partner Support Engineers, Specialists, and Escalation Engineers.
• Implement performance management practices, including setting clear goals, monitoring metrics, providing feedback, and conducting performance reviews around OKR’s.
• Foster a culture of continuous improvement, collaboration, and swarming to solve complex problems effectively and efficiently.
• Drive team engagement through regular one-on-ones, coaching, training, and professional development opportunities.
• Oversee and manage escalations from both internal teams and external partners/vendors, ensuring timely resolution and clear communication.
• Own critical escalations to ensure customer satisfaction and partner success, working cross-functionally to resolve issues when necessary.
• Serve as the escalation point for high-priority cases and ensure that they are handled in a structured and efficient manner.
• Define and track KPIs to measure team performance, ensuring that goals are met and support processes are optimized.
• Leverage data and insights to identify trends, opportunities for improvement, and operational inefficiencies.
• Continuously improve the customer and partner support experience through process optimization, automation, and effective resource management.
• Assist Managers with collaboration with product, engineering, and sales teams to ensure that partner and vendor issues are addressed swiftly and that feedback loops are closed.
• Maintain open lines of communication with senior leadership, providing regular updates on support performance, challenges, and successes.
• Ensure that knowledge management practices are maintained, and that internal knowledge bases are up-to-date, easily accessible, and leveraged by the team.
• Utilize CRM systems such as ServiceNow to manage support tickets, track cases, and streamline issue resolution.
• Champion best practices for knowledge sharing, both internally and externally with partners.
• Guide the enablement and onboarding of new hires into Partner Support.
• Encourage a culture of continuous learning within the team through feedback, knowledge sharing, and professional development opportunities.
• Stay current on SaaS trends, MSP challenges, and platform updates to maintain high-quality support standards.
• Drive your own personal development and performance improvements by participating in learning paths on Elev8, taking part in Pax8 L&D programs, receiving peer or manager coaching, taking on stretch projects or on the job training.

Preferred Qualifications

• Compassionate Candour—We aim to assist others with candid, actionable feedback.
• Seek to Understand—Be open, curious and committed to learning.
• We Before Me—Actively collaborate and seek out diverse perspectives to ensure a win for Team Pax8.
• Do What You Say—Take ownership and honor your commitments; prioritize and deliver.
• Light Up Learning—Be brave and try new ideas; be vulnerable and share your failures so everyone can learn from our mistakes.
• Driven by Passion—Connects personal passion to Pax8 mission, resilient in face of adversity and uncertainty in pursuit of mission.