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:

The Manager of Technical Support (Partner Support Specialists Manager) will be responsible for leading a high-performing global support team that handles escalations, vendor and partner support, order management, billing inquiries, and more. The primary focus will be on managing, coaching, and optimising the team’s performance, while ensuring continuous improvement in operational efficiency and customer satisfaction. This position will also be responsible for managing and resolving complex escalations and fostering a culture of teamwork and collaboration across departments.

This role will be based in our office in Makati, Manila, working a night shift (10:00pm - 8:00am). Employees are required to attend the office 5 days/week.

Essential Responsibilities:

Team Leadership & People Management:

• 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.

Escalations Management:

• 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.

Operational Excellence & Metrics-Driven Performance:

• Define and track KPIs to measure team performance, ensuring that goals are met and support processes are optimised.
• Leverage data and insights to identify trends, opportunities for improvement, and operational inefficiencies.
• Continuously improve the customer and partner support experience through process optimisation, automation, and effective resource management.

Cross-Functional Collaboration:

• 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.

Knowledge Management & CRM Systems:

• Ensure that knowledge management practices are maintained, and that internal knowledge bases are up-to-date, easily accessible, and leveraged by the team.
• Utilise 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.

Ideal Skills, Experience, and Competencies:

• 3-5 years of support management experience leading support teams at scale, ideally within a fast-growing tech company or SaaS environment.
• An associate/expert level certification for Microsoft, or other SaaS cybersecurity products is ideal.
• 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.
• Demonstrated ability to build and maintain a positive and productive team culture, even in challenging times.

Why join Pax8?

Well here are a few points of how we value our greatest assets:

• 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!
• Connecting with our community is important – which is why we have our donation matching program, DEI-B events, and our employee resource groups 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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