Technical Account Specialist, Gong

• 2+ years of technical experience in customer-facing roles within SaaS organizations
• Proven track record of managing multiple concurrent technical projects and customer engagements
• Strong technical foundation in API integrations, database concepts, and software configurations
• Excellence in distilling complex technical concepts for non-technical audiences
• Experience working cross-functionally with Product, Engineering, and customer-facing teams

Desirable

• As a Technical Account Specialist at Gong, you'll be a key member of our Support organization, serving as a technical bridge between our Commercial and Mid-Market customers and our product and engineering teams. In this role, you'll provide specialized technical support through focused, time-bound engagements to unblock customers facing complex technical challenges that require expertise beyond traditional support
• Deliver focused technical consultations to resolve complex technical challenges and guide customers toward optimal platform usage
• Partner with CSMs to diagnose and create action plans for multi-faceted technical issues
• Conduct configuration audits and provide optimization recommendations to enhance platform performance and drive customer-specific outcomes
• Guide customers through advanced technical use cases, including API integrations, complex provisioning scenarios, and multi-system configurations
• Serve as an internal technical subject matter expert, informing best practice resources and providing guidance on complex customer scenarios
• Partner with Professional Services to identify and qualify opportunities where customers might benefit from structured implementation services
• You'll focus on high-impact, time-bound engagements rather than managing a book of accounts
• Work directly with our Product and Engineering teams to influence product direction based on customer technical needs
• Opportunity to shape a new technical support offering that bridges the gap between traditional support and professional services
• Build scalable solutions that help customers achieve success through technical excellence
• SUCCESS IN THIS ROLE LOOKS LIKE
• Demonstrating measurable impact on customer retention and product adoption
• Leveraging and enhancing technical assets that enable a customer’s success at scale
• Maintaining high customer satisfaction scores for technical consultations
• Unblocking technical dependencies by providing scalable solutions to drive customer outcomes