Marketplace Support Engineer

Summary

Join Tackle, a leading solution helping software companies generate revenue through a data-driven Cloud go-to-market (Cloud GTM), as a Marketplace Support Engineer. You will partner with various teams to provide technical support to customers, create and maintain documentation, and develop a deep understanding of Tackle's product. Responsibilities include troubleshooting issues, liaising with partners, gathering customer feedback, and creating educational resources. The ideal candidate possesses business intelligence experience, customer success or sales experience, and technical aptitude. Tackle offers a remote work environment, competitive salary and benefits, and a supportive team culture.

Requirements

• Business Intelligence-related experience; sourcing data, interpreting and presenting data-driven reports and dashboards, and driving consensus decisions
• Experience in Customer Success, Sales or Revenue Operations, Account Management or equivalent history of increasing satisfaction, adoption, and retention of a technology or facilitating and supporting the sales process
• History of overachievement and references from people telling us we’d be silly not to hire you
• Technologically adept and business intelligence acumen-focused, with outstanding communication (written and oral), negotiation, and presentation skills to internal and external stakeholders ranging from team members to executive management
• Ability to learn and adapt to low-level technical requirements such as running Python scripts in a local environment or interpreting AWS Cloudwatch logs
• Experience working with AWS, Azure, or GCP and a basic understanding of key services and value propositions

Responsibilities

• Partner with our Customer Success Managers/Coaches, Sales, and Onboarding to provide technical support to customers across a variety of channels (email/tickets, live support, etc) and manage assigned cases with a high degree of professionalism and attention to detail within established SLOs
• Create and maintain detailed documentation of customer interactions, including issue descriptions, troubleshooting steps, and resolutions
• Develop a deep understanding of Tackle’s product and it's functionality, allowing you to provide accurate and relevant support to our customers and internal teams
• Explain technical concepts about our services, troubleshoot and investigate reported customer issues
• Liaise with Cloud Marketplace partners to manage related or dependent support tickets on behalf of the ISV
• Seek to understand and organize customer feedback and act as the voice of our ISV customers to Product Management, Engineering and Customer Experience leadership; representing their goals and needs to attain them
• Document and share standard operating procedures, product tips and other information critical to enabling internal and external Tackle stakeholders through internal and external facing tools
• Establish and maintain strong customer relationships with Alliance, Sales and Operations leaders at all levels
• Enable ISVs to take required actions, answer key questions and self-serve information or actions in the Tackle or Cloud Marketplace platform
• As subject matter experts, provide demos, feature updates, enablement sessions and educational resources to help ISV’s confidently adopt Tackle’s products
• Evangelize the Tackle Vision and help transform the way software Sellers sell and the way that Buyers buy
• Be an expert in how transactions are offered, booked and fulfilled on Cloud Marketplaces and keep up to date with their interactions and changes
• Ensure  a high-quality customer experience by serving as the point of contact, triaging customer issues, and leading our issue response
• Document and expand our internal and external knowledge repositories
• Collaborate with and assist other client-facing teams to provide an amazing customer experience
• Participate in regular rotation for weeknight, weekend and holiday on-call coverage for our Premium Support customer base and provide month/quarter end deal assistance during on-call shifts

Preferred Qualifications

• Experience working with one or more of the major Cloud Marketplaces
• Experience supporting Salesforce integrations
• Ability to multitask and prioritize work, changing priorities rapidly as needed
• Ability to work individually and remotely and to collaborate within a team environment synchronously and asynchronously to achieve your goals

Benefits

• Work remotely from anywhere within the US & Canada
• Competitive salary
• Equity package
• Health, dental and vision coverage
• Company off-site summits
• Monthly wellness reimbursement
• Internet and phone reimbursement
• $1000 home ergo/office set up
• Generous vacation plan & flexible work hours
• 401k + matching
• Technology tools to do your best work
• Company surprises and swag
• Awesome co-workers