Partner Support Engineer

Accountabilities:: Investigate and resolve advanced technical issues involving cloud platforms, billing, licensing, subscriptions, migrations, identity, and modern IT infrastructure. Manage complex escalations while balancing technical accuracy, responsiveness, and a high-quality partner experience. Collaborate with engineering teams and other technical specialists when issues require deeper investigation or product-level support. Serve as a trusted technical advisor, helping partners navigate vendor technologies, marketplace processes, and challenging support situations. Work closely with Tier 1 support, Product, Engineering, Sales, and Vendor teams to identify root causes and develop sustainable solutions. Create and maintain knowledge articles, troubleshooting documentation, support playbooks, and other resources that improve consistency and technical effectiveness. Share technical expertise through training, enablement sessions, and knowledge-sharing initiatives. Identify opportunities to simplify processes, improve operational efficiency, and enhance partner experiences. Contribute to the adoption of emerging technologies, automation, and AI-enabled support practices. Help strengthen the reliability, scalability, and overall effectiveness of support operations through continuous improvement. Requirements: Proven experience in technical support within cloud computing, cybersecurity, SaaS, marketplaces, managed services, or similar technology environments. Demonstrated ability to handle complex escalations and advanced troubleshooting scenarios. Strong knowledge of cloud technologies, subscriptions, licensing, identity, migrations, and modern IT infrastructure. Familiarity with vendor ecosystems and technologies such as Microsoft, CrowdStrike, SentinelOne, Bitdefender, BitTitan, or comparable solutions. Experience across multiple technology product or vendor categories, with relevant industry certifications considered valuable. Strong analytical and problem-solving abilities, including a structured approach to troubleshooting ambiguous or complex issues. Ability to document technical issues clearly and explain complex concepts effectively to both technical and non-technical audiences. Experience using support, ticketing, and case management platforms. Strong collaboration and communication skills, with the ability to work effectively across multiple teams and functions. Curiosity, resilience, adaptability, and a commitment to continuous learning in a rapidly evolving technology environment. Bachelor’s degree in a related field or equivalent practical experience. Valid authorization to work in the United States. Benefits: Compensation of $40,000–$50,000 per year , depending on experience. 401(k) plan with company match. Medical, dental, and vision coverage. Employee Assistance Program (EAP). Employer-paid life, AD&D, short-term disability, and long-term disability insurance. Flexible open paid time off. Paid sick leave. Paid parental leave. RTD EcoPass for eligible Colorado-based employees. Access to professional development resources, specialist learning and development support, and AI-powered learning tools. Opportunities for mentorship, cross-functional collaboration, and career progression across a global organization. Remote work environment with opportunities to work on high-impact cloud, cybersecurity, automation, and AI-related initiatives. Exposure to diverse technology ecosystems and opportunities to expand technical expertise through challenging projects.