Marketplace Support Engineer

What You'll Do:

• 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.

You Should Have:

• 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.
• Preferred: Experience working with one or more of the major Cloud Marketplaces
• 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.
• Bring YOU to the role - we want creative, positive, and excited team members who can think around corners and push us all to get better every day.
• Enjoy the demanding pace of a hyper-growth SaaS company