About Zomentum:
Zomentum delivers the world's first Revenue Platform for the Partner Ecosystem, fueling SaaS technology sales revenue of $800M a year and counting. The end-to-end platform consolidates numerous tools while enabling both partners and SaaS vendors to work together on the same platform, driving revenue quickly and cost-effectively
Achievements:
1. Investment - In February 2021, Zomentum raised $13 million in Series A funding from leading investors, including Accel Partners, Elevation Capital,. Total funding raised is $17 million.
2. Awards & Recognition - Zomentum's Revenue Platform has not only garnered the support of the investment community, but it is also quickly becoming a channel partner’s favorite, earning a range of accolades from channel partners, including:
3. Revenue & Scale - Zomentum has experienced exponential growth, recording 10X increases in revenue year over year (2020-2021)
4. Acquisition - To bolster platform functionality and further expand its European presence, the company has acquired Belgium-based Goolash, a billing reconciliation tool that captures lost revenue from unsynced client licenses.
Team
Founders:
Core Team:
About the job
As a Product Support Engineer at Zomentum, you will have a vital role in ensuring the seamless operation of our products and providing exceptional support to our valued partners. Your responsibilities will include troubleshooting technical issues, assisting partners with their inquiries, and collaborating with cross-functional teams to deliver effective solutions. The ideal candidate should have a minimum of 1+ years of experience in a product support role and possess the following skills and qualifications:
Responsibilities:
Resolve partner issues by conducting research, troubleshooting, and problem-solving.
Cultivate positive partner relationships by providing assistance with a partner-centric approach.
Assist partners in maximizing the value of our services.
Identify and report product issues, conducting tests and user simulations if required.
Collaborate closely with technical teams to ensure exceptional partner experiences.
Act as a partner advocate, gathering feedback and conveying requests to Product Management and Development.
Develop informative internal and external knowledge resources.
Efficiently manage time to prioritize partner satisfaction.
Share best practices with team members to enhance process quality and efficiency.
Ensure partner satisfaction at every interaction.
Meet team metrics and quality standards set by management.
Log software defects and collaborate with developers to track them to resolution.
Collaborate with the product management team to enhance the product based on partner input, reported issues, and emerging technologies.
Qualifications:
1. Exceptional Communication Skills:
Communicate effectively with partners through various channels such as Zoom, Google Meet, email, and chat.
Create clear and concise written responses for partner inquiries and issues.
Proficient in crafting KB articles for clients and SOPs for internal use.
2. Troubleshooting Expertise:
Proficiency in troubleshooting UI and network logs to swiftly identify and resolve technical issues.
3. Tool Proficiency:
Hands-on experience with chat and ticketing tools.
Familiarity with tools like MongoDB/MongoDB Compass and Jira.
Sound knowledge of Postman API for testing and debugging.
Familiarity with logging tools such as Datadog or Greylog is an advantage.
4. Shift Flexibility:
Willingness to work rotating shifts, primarily during US hours, is imperative for this role
5. Experience:
Minimum of 1-2 years of experience in a product support role.
Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
Immediate availability or ability to join within 15 days.
Benefits/Perks
People-centric culture, Great Place to Work certified.
Saturdays and Sundays off, enjoy your weekend off with your friends and family.
Health Insurance coverage for you and your family.
Flat hierarchy, your ideas, and feedback are heard and acted upon.
Location: Bangalore (Onsite)
Working Hours: flexible to work on rotational shifts (US, UK or ANZ)