Marketplace Support Engineer, Tackle
$68.5k
Helping software companies generate revenue
Open for applications
Helping software companies generate revenue
101-200 employees
Open for applications
$68.5k
101-200 employees
Company mission
To positively transform the way that software is sold.
Role
Who you are
- We are looking for energetic, responsive, passionate Marketplace Support Engineers on the Customer Experience team who can put their skills into action by closely working with all of Tackle’s ISVs to Triage and identify the best Tackle resources to help ISVs achieve their Cloud Marketplace goals
- 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
What the job involves
- Partner with our Customer Success Managers, 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 its 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
Application process
- We have a transparent and streamlined hiring process that can typically be completed in one to two weeks:
- Phone screen
- 3 additional video chat interviews (on occasion there may be opportunities for in-person interviews)
- Some positions may require a take home test or additional steps throughout the process (this will be communicated to the candidate)
Our take
Tackle.io is dedicated to helping software providers generate revenue. It's making it easier for clients to sell their products through the cloud marketplaces of major cloud providers such as Amazon Web Services, Microsoft Azure, and Google Cloud Platform.
The company's platform offers a range of tools to help software vendors list their products in the cloud marketplaces, as well as manage their listings and optimize their revenue stream. The company has gained great traction in the space, now working with over 500 software companies.
Founded in 2016, Tackle has received funding throughout the years from a number of investors, including Bessemer Venture Partners, Salesforce Ventures, and Mango Capital, as well as forming strategic partnerships with leading cloud providers AWS, Microsoft, and Google. With a great deal of success under its belt, Tackle is focused on further driving its services and expanding capabilities in order to remain a leader in its field.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Dec 2021
$100m
SERIES C
Mar 2021
$35m
SERIES B
Total funding: $148.3m
Company benefits
- Work remotely (across the US and Canada)
- Flexible work hours
- Compensation and equity
- Medical, dental, vision coverage
- Monthly wellness, internet, phone reimbursements
- Office equipment reimbursement
- Unlimited vacation plan
- 401(k) Plan
- Professional development opportunities and budgets
- Off-site events, meetups, and summits
- Commitment to diversity, inclusion, and belonging practices through our D&I committee, workshops, trainings, and more
Company values
- Start with the Customer: We succeed when our customers succeed. That’s why every role at Tackle leads to the customer. We exist to support, guide, and empower our customers.
- Explore and Experiment: We are curious and creative at work, always looking for innovative ways to improve. We continuously iterate and push the boundaries of what’s possible. Tackle is a safe place to try new things.
- Learn and Grow as a Team: We seek and share knowledge across Tackle. We actively connect and collaborate with others. We welcome different perspectives and invite healthy debate.
- Celebrate Wellness: We value work-life harmony and personal well being. We share and appreciate stories of wellness every day. We are remote by design, so all Tacklers have the freedom to be their best selves.
- Tackle Together: We work openly and transparently at Tackle. We are caring, empathetic, and kind. Every Tackler plays a part in our welcoming, inclusive culture.
Articles
Leadership
Dillon Woods
(Co-Founder)Previously led teams building complex enterprise software and cloud solutions as the CTO at both zData and Alpine Data.
Brian Denker
(COO & Co-Founder)Starting their career in financial services, they have ran several professional service companies and was an early team member of Greenplum, Pivotal, and Platfora.
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