[Hiring] Support Operations Engineer @Pax8

Role Description

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.

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.

What you’ll be doing

• Turn support data into direction: 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.
• Build practical ServiceNow solutions: 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: Contribute to agentic AI experiments alongside experienced engineers, helping develop prompts, designing tests, evaluating results, and learning how emerging AI patterns can solve genuine support challenges.
• Strengthen the knowledge behind great support: Help keep the 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: 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: Develop your capabilities across data, ServiceNow, automation, and AI through structured learning, shadowing, hands-on delivery, and self-directed development.

Qualifications

• 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.

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)

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.