Support Operations Engineer

🤖 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.

🛠 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.

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