Partner Support Engineer

United StatesRemoteFull-timemid

Customer SupportSupport Engineer

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Quick Summary

Requirements Summary

Proven experience in technical support within cloud computing, cybersecurity, SaaS, marketplaces, managed services, or similar technology environments.

Technical Tools

Customer SupportSupport Engineer

This remote, full-time role is focused on solving complex technical challenges and helping partners succeed across cloud and technology environments.
You’ll serve as a trusted technical resource, investigating advanced platform, billing, licensing, migration, and infrastructure issues.
The position combines hands-on troubleshooting with close collaboration across engineering, product, sales, vendor, and support teams.
You’ll play an important role in improving partner experiences by identifying root causes and developing scalable, lasting solutions.
Beyond individual cases, you’ll strengthen the broader support organization through documentation, knowledge sharing, training, and process improvements.
The role offers exposure to cloud services, cybersecurity, automation, AI-enabled support practices, and evolving technology ecosystems.
It’s an opportunity to grow your technical expertise while making a measurable impact in a fast-moving, collaborative environment.

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

~1 min read

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.