Usage Investigation Specialist L2

Pax8 is the leading cloud-based technology 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 build the technology marketplace of the future. We are a fast-growing, dynamic and high-energy startup organization, allowing you to make a meaningful impact on the business. 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.

No matter who you are, Pax8 is a place you can call home. We know there's no such thing as a "perfect" candidate, so we don't look for the right " fit " - instead, we look for the add. We encourage you to apply for a role at Pax8 even if you don't meet 100% of the bullet points. We believe in cultivating an environment with a diversity of perspectives, in hopes that we can all thrive in an inclusive environment.

We are only as great as our people. And we have great people all over the world. No matter where you live and work, you're a part of the Pax8 team. This means embracing hybrid- and remote-work whenever possible.

Position Summary:

The Usage Investigation Specialist L2 is a subject matter expert with the ability to speak to Resolve advanced IAAS UI escalations. They apply a problem-solving template to effect resolution. The Specialist has a pulse on partner communications and our troubleshooting methods in a defensive manner. They maintain proactive generation of knowledge-based articles, review with leadership, and propagation to the team. The Specialist is often in communications with our internal development team working in tandem to dissolve hotspot Arrears-usage scenarios. They are a point of escalation for both technical and high conflict scenarios. The Specialist institutes a balance between their own work and the work of their teammates. They are highly present and interactive in Teams chats, holding themselves and others accountable for a standard of excellence acting as a project manager facilitating for their team whenever possible. The Specialist continually bolsters their own agency, turns that towards the team, and gives others the tools for success and the template on how to use them.

Essential Responsibilities:

• Resolve advanced IAAS UI escalations
• Assist in fine tuning the team's workflow and ensure team is updated with latest resources and knowledge
• Review knowledge-based articles generated by L1s and set best practices for KB creation
• Develop higher level communication skills to clarify internal/external interactions and resolution application
• Handle project management and pulse checks
• Advoc8 and speak to leadership on behalf of the team to both recognize and follow-up with best practices and productive solutions to where pain-points are present

Ideal Skills, Experience, and Competencies:

• At least one (1) to three (3) years of relevant experience
• Significant knowledge of 3-4 vendors
• Deep understanding of Azure Cost Manager (ACM), Amazon Web Services (AWS), and/or cost filtration methods to determine month over month billing trends
• Comprehension of arrears-based billing models
• Ability to successfully take accountability for escalations and deescalate where appropriate
• Maintain traction and clear communications with our internal development team and/or the vendor as required
• Extremely organized and coherent documentation present in ticket workflow
• Willingness to pivot responsibilities to facilitate larger organizational needs in alignment with our department's scope
• Willingness to engage in relevant leadership training and development provided by Pax8
• Ability to take on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
• Ability to make good and timely decisions that keep the organization moving forward
• Ability to use a combination of feedback and reflections to gain productive insight into personal strengths and weaknesses
• Ability to relate openly and comfortably with diverse groups of people
• Ability to know the most effective and efficient processes to get things done, with a focus on continuous improvement

Required Education & Certifications:

• B.A./B.S. in related field or equivalent work experience
• 2-3 related certifications preferred

Compensation:

• Qualified candidates can expect a compensation range of $57,000 to $71,000 or more depending on experience.

Expected Closing Date: 11/1/24

#LI-Remote #LI-JF1 #BI-Remote #DICE-J

*** Colorado law requires an estimated closing date for job postings. Please don't be discouraged from applying if you see this date has passed ***

*Note: Compensation is benchmarked on local Denver Metro area market rates. Qualified candidates in other locations can expect a salary package that may be adjusted based off applicable cost of wages in their respective location.

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:

• Non-Commissioned Bonus Plans or Variable Commission
• 401(k) plan with employer match
• Medical, Dental & Vision Insurance
• Employee Assistance Program
• Employer Paid Short & Long Term Disability, Life and AD&D Insurance
• Flexible, Open Vacation
• Paid Sick Time Off
• Extended Leave for Life events
• RTD Eco Pass (For local Colorado Employees)
• Career Development Programs
• Stock Option Eligibility
• Employee-led Resource Groups

Pax8 is an EEOC Employer.

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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