Technical Support Engineer - Gong

Gong empowers everyone in revenue teams to improve productivity, increase predictability, and drive revenue growth by deeply understanding customers and business trends; driving impactful decisions and actions. The Gong Revenue AI Platform captures and contextualizes customer interactions, surfaces insights and predictions, and powers actions and workflows that are essential for business success. More than 4,500 companies around the world rely on Gong to unlock their revenue potential. For more information, visit www.gong.io.

Customer Support & Troubleshooting

• Serve as a primary point of contact for customer inquiries via Zendesk (& Zoom calls as needed) ensuring timely and high-quality resolution.
• Diagnose, troubleshoot, and resolve complex technical issues related to Gong’s product(s), integrations, and APIs.
• Maintain a customer-first approach, proactively identifying pain points and advocating for solutions that improve the customer experience.
• Escalate critical technical issues to Tier 3 Support and Engineering teams, ensuring clear documentation and effective collaboration.

Technical Expertise & Product Mastery

• Become an expert in Gong’s platform, mastering its features, integrations, and workflows.
• Provide deep technical guidance on 3rd party integrations such as telephony systems, web conferencing tools, CRMs, and API-based custom implementations.
• Conduct in-depth troubleshooting using tools such as SQL, Snowflake, Kibana, API debugging tools, and Browser DevTools.
• Identify and document workarounds and solutions for known issues, helping customers stay productive.

Collaboration & Stakeholder Engagement

• Work closely with Engineering, Product, Sales, and Customer Success teams to drive resolution of customer-impacting issues.
• Advocate for the Voice of the Customer, providing insights that influence product enhancements, bug fixes, and roadmap priorities.

Process Improvement & Enablement

• Identify inefficiencies in support workflows and contribute to automation, tooling, and documentation enhancements.
• Contribute to self-service resources, such as knowledge base articles, FAQs, and technical guides.
• Participate in training and onboarding new team members, sharing best practices and technical knowledge.

Qualifications

Technical Skills:

• Support & Troubleshooting Tools: Zendesk, Jira, Salesforce, API debugging tools, Browser Dev Tools.
• B2B SaaS Product Expertise: Experience supporting enterprise-level clients with SaaS products.
• Database & Querying: SQL, Snowflake, Elastic/Kibana, Data Visualization.
• System Administration & Integration: Experience with Okta, Azure provisioning, SFTP, GitHub, and configuration implementation.
• Coding & Automation: Familiarity with Python, HTML/CSS, and scripting for debugging and automation.
• Cloud & DevOps Exposure: Some knowledge of AWS, Linux, and cloud-based infrastructure.

Experience:

• Years of Experience: 5-10+ years in technical support, product support, or developer support roles.
• Industry Background: B2B SaaS, technology companies, enterprise software support.
• Customer Engagement: Experience handling high-priority client escalations, leading customer calls, and working with international teams.
• Process Improvement: Proven track record of identifying inefficiencies in support processes and contributing to automation or workflow enhancements.
• Mentorship & Training: Involvement in onboarding and mentoring new hires, sharing best practices, and driving team-wide improvements.

 Educational Background:

• Preferred Degrees: Computer Science, Information Technology, Data Science, Engineering, or a related technical field.
• Certifications: SQL, Data Science, IT Support, or cloud-related certifications (AWS, Azure) are a plus.

Gong believes in offering competitive compensation and benefits tailored to the local region. Gong is an equal-opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, colour, religion, age, or any other basis protected by law.

To review Gong's privacy policy, visit https://www.gong.io/gong-io-job-candidates-privacy-notice/ for more details.

#LI-DD1

Last updated: 17 hours ago