🤖 Support Operations Engineer I | United States | Remote

Pax8 is hiring a Support Operations Engineer I in the United States to turn support data, automation, ServiceNow solutions, and emerging AI capabilities into better experiences for our partners and support teams.

🚀 Build your skills where support meets automation

This is an opportunity to grow at the intersection of technical support, operational data, automation, knowledge management, and AI. You’ll work alongside experienced engineers, learning how to spot recurring support challenges and turn them into practical improvements that make support simpler, smarter, and more scalable.

As Pax8 continues exploring AI-enabled ways of working, you’ll have room to experiment, learn, and develop alongside the technology. You don’t need to arrive knowing everything. Curiosity, sound technical foundations, and an appetite to turn problems into useful solutions matter here.

☁️ Why Pax8?

We’re building an environment where technology and people work together to improve how our partners are supported. You’ll join a collaborative global business where ideas can become real improvements, learning is encouraged, and the work you do can influence the experience of teams and partners beyond your immediate remit.

Explore more about Pax8 careers and what we’re building on the Pax8 blog.

🛠️ What you’ll be doing

📊 Turn support data into direction
You’ll work with recurring reporting and dashboards to uncover what’s driving support demand, how efficiently cases are being handled, and where trends or unusual patterns deserve attention. You’ll help experienced engineers turn that information into focused improvement opportunities.

⚙️ Build practical ServiceNow solutions
You’ll create and maintain approachable ServiceNow workflows, playbooks, forms, and service catalog experiences while learning established engineering standards and good build practices.

🤖 Explore AI and support automation
You’ll contribute to agentic AI experiments alongside experienced engineers. That could mean helping develop prompts, designing tests, evaluating results, and learning how emerging AI patterns can solve genuine support challenges.

📚 Strengthen the knowledge behind great support
You’ll help keep our knowledge pipeline healthy by identifying gaps, supporting audits, and improving the information that people, automations, and AI-powered experiences depend on.

🤝 Connect frontline challenges with better tooling
You’ll partner with Escalations and Partner Success, listening carefully to recurring pain points and translating those signals into clearer requirements and priorities for tools, automation, and process improvements.

🌱 Keep building your technical toolkit
You’ll develop your capabilities across data, ServiceNow, automation, and AI through structured learning, shadowing, hands-on delivery, and self-directed development.

You’ll also take ownership of keeping project and build work visible through the team backlog and ticketing processes, while maintaining clear communication and availability during business hours.

💡 The impact you can make

Your work will help the Support organization move beyond treating individual symptoms and get closer to solving recurring problems at their source.

By improving reporting, knowledge quality, automation, and tooling, you’ll help make support more efficient and give senior engineers clearer signals about where their attention can have the greatest impact. Over time, you’ll build the foundations to take on increasingly sophisticated technical and automation challenges.

✅ You’ll be ideal for us if you:

Bring reasonable hands-on experience from technical support, support operations, information technology, or work involving data or automation, or can demonstrate strong technical aptitude.
Have some familiarity with ServiceNow, reporting technology, or low-code automation platforms.
Are comfortable exploring spreadsheets, operational reports, data, and straightforward queries to understand what is happening and why.
Have genuine curiosity about AI, automation, and agentic workflows, and enjoy learning through experimentation and feedback.
Can turn technical thinking into clear, structured documentation that other people can readily use.
Can listen to frontline challenges and translate them into practical tooling, process, or automation opportunities.
Think beyond the immediate fix and look for the underlying cause of recurring problems.
Take ownership of your work, keep progress visible, and maintain consistent build and documentation standards.
Enjoy collaborating across teams and bringing different perspectives together around a shared outcome.
Bring relevant education or equivalent practical experience. Familiarity with ServiceNow and Knowledge-Centered Service principles is helpful, while practical interest or experience in AI and automation is a plus.

🔐 Trust and Hiring

At Pax8, we care deeply about building genuine, trust based relationships — starting with how we hire.

To protect our business, our teams, and our customers, we use a range of measures throughout the recruitment process to help confirm authenticity and prevent fraud. These safeguards are designed to be fair, respectful, and proportionate, and may evolve as risks change. By applying, you acknowledge that we take steps to verify identity and representation during hiring. If you're applying as your authentic self, you have nothing to worry about — we're excited to meet you.

We also use thoughtfully applied AI-enabled tools to support our hiring process. These tools may assist with tasks such as reviewing or prioritising applications, but hiring decisions are made by our people. More information is available in our Recruitment Privacy Notice. If you have questions about how we hire or would prefer not to have your application supported by these tools, you can opt out at any part of our process.

🌎 Everyone is welcome

We encourage you to apply even if you don't meet 100% of the criteria. We're committed to diverse perspectives, inclusive hiring and sharing your transferrable skills. To fulfil this role, you must hold valid right to work in United States.

💰 Salary & Benefits

Salary: $65,000 - $100,000

At Pax8 we believe that your Total Rewards should include a benefits package that shows how much we value our greatest assets. All FTE Pax8 people enjoy the following benefits:

401(k) with Company Match
Medical, Dental & Vision Coverage
Employee Assistance Program (EAP)
Employer-Paid Life, AD&D, Short-Term Disability & Long-Term Disability Insurance
Flexible Open PTO
Paid Sick Leave
Paid Parental Leave
RTD EcoPass (eligible Colorado-based employees)

Application deadline: November 30, 2026

📈 What’s in it for you?

There's extensive room for a talented individual to grow at pace — whether that's advancing quickly in this role or exploring one of the many opportunities across our global organisation. You'll have access to our internal development hub designed to accelerate your skills and stretch your potential. Alongside specialist Learning & Development trainers, you'll also tap into AI powered tools, "born in the cloud" mentors, and cross continent collaboration that broaden your perspective and sharpen your expertise. We'll give you the space, trust, and the right projects to help you thrive — and full visibility of what it takes to reach your next level.

💙 About Pax8

Our mission is to build the managed intelligence marketplace and empower small businesses to do more with smarter technology. We are a fast-growing, dynamic, and high-energy organisation with a start-up feel, allowing you to make a meaningful impact on the business. Culture is also important to us, and at Pax8, it's business, and it IS personal. We are passionate, creative, and unconventional. 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.

🔎 Background Checks

As part of our hiring process, we are required to undertake pre-employment checks on all candidates that are successful in their application with Pax8. As part of these checks Pax8 will request ID verification, reference requests and qualification checks (additional checks may be completed for certain countries, such as criminal and financial). All checks are completed by our third-party provider, First Advantage. Once checks have been completed all candidates will receive a copy for their records.

⚖️ Equal Opportunities

Pax8 are an equal opportunities employer and welcome individuals who are in possession of the appropriate requirements to work within the country you have applied for. 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 local best practices and processed only in accordance with our recruiting processes. Privacy notice: https://www.pax8.com/en-us/terms/job-applicant-privacy-notice/

At Pax8, we care deeply about building genuine, trust‑based relationships — starting with how we hire.

To protect our business, our teams, and our customers, we use a range of measures throughout the recruitment process to help confirm authenticity and prevent fraud. These safeguards are designed to be fair, respectful, and proportionate, and may evolve as risks change.
By applying, you acknowledge that we take steps to verify identity and representation during hiring. If you’re applying as your authentic self, you have nothing to worry about — we’re excited to meet you.

Perks:

At Pax8 we believe that your Total Rewards should include a benefits package that shows how much we value our greatest assets. All FTE Pax8 people enjoy the following benefits:

401(k) with Company Match
Medical, Dental & Vision Coverage
Employee Assistance Program (EAP)
Employer-Paid Life, AD&D, Short-Term Disability & Long-Term Disability Insurance
Flexible Open PTO
Paid Sick Leave
Paid Parental Leave
RTD EcoPass (eligible Colorado-based employees)

Please take a moment to review our Proprietary Rights and Non-Competition Agreement — this document outlines important information about your rights and responsibilities if you join our team.

Job Applicant Privacy Notice

About Us

Pax8 is the global AI and cloud Marketplace for small and medium-sized businesses (SMBs). Pax8 connects service providers and technology companies on a unified platform to discover, buy, sell, deploy and manage technology solutions for SMBs. More than 47,000 IT partners and 800,000 SMBs rely on Pax8 for expertise, automation and real-time insights to stay productive, protected and prepared for the AI economy. Learn more at pax8.com.

Our purpose is to help every small business turn their dreams into reality through the power of technology.

Culture is important to us, and at Pax8, its business, and it IS personal. We embody Compassionate Candour by aiming to assist others with candid, actionable feedback. We Seek to Understand by being open, curious, and committed to learning. We believe in We Before Me, actively collaborating and seeking out diverse perspectives to ensure a win for Team Pax8. Our team takes pride in Do What You Say, taking ownership, honoring commitments, prioritizing, and delivering on promises. We encourage everyone to Light Up Learning by being brave and trying new ideas, embracing vulnerability, and sharing failures so everyone can learn. Finally, we are Driven by Passion, connecting personal passion to Pax8's mission, and remaining resilient in the face of adversity and uncertainty in pursuit of our goals.

At Pax8, we are passionate, creative, and humorously offbeat. We work hard, keep it fun, and expect the best!

Support Operations Engineer