Technical Support Engineer, Gong
Tier 2
This is an hourly, non-exempt role and the hourly range for this position is $39.00- $47.00 USD
More information about location
AI OS for revenue teams
Be an early applicant
AI OS for revenue teams
1001+ employees
Be an early applicant
This is an hourly, non-exempt role and the hourly range for this position is $39.00- $47.00 USD
More information about location
1001+ employees
Company mission
To empower companies to unlock their full revenue potential.
Role
Who you are
- 4+ 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
- Support & Troubleshooting Tools: Zendesk, Jira, Salesforce, Glean, API debugging tools, Browser Dev Tools
- B2B SaaS Product Expertise: Experience supporting enterprise-level clients with SaaS products
- Technical Literacy: Ability to interpret Python scripts and HTML/CSS structure to identify errors or logic gaps during troubleshooting
- System Administration & Integration: Experience with Okta, Azure provisioning, SFTP, and configuration implementation
- Log Analysis & Scripting Logic: Comfortable reading and executing existing scripts to automate diagnostic checks and routine maintenance
- Web Architecture Support: Foundational understanding of HTML/CSS to assist in diagnosing front-end rendering issues or browser-side errors
- Infrastructure Awareness: Solid understanding of cloud-based environments and how integrated services (DNS, storage, compute) impact end-user performance
What the job involves
- As a Technical Support Engineer, you will play a pivotal role in delivering an exceptional customer experience by providing expert-level support and technical guidance
- You’ll troubleshoot complex issues with a customer-first mindset, analyze root causes, and collaborate cross-functionally with engineering, product management, sales, and customer success teams to drive solutions
- In this fast-paced, SLA-driven environment, you’ll leverage your critical thinking, adaptability, and strong communication skills to resolve challenges efficiently while mentoring teammates and contributing to continuous improvement
- Your work will have a direct impact on customer satisfaction, product adoption, and operational efficiency
- 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
- 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
- Identify and document workarounds and solutions for known issues, helping customers stay productive
- 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
- 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
Our take
In the world of sales, relying on traditional methods like CRM notes for customer insights can be a time-consuming nightmare. Sales reps often spend hours sifting through data, yet crucial details get lost and decisions end up being based on guesswork. Recognizing this challenge, Gong founders saw the potential of AI to bridge the information gap.
Gong's innovative solution goes beyond simply recording customer interactions, it analyzes them as well. Gong identifies potential red flags and offers recommendations on the fly, helping reps navigate conversations toward successful closures.
With a proven track record and a global customer base that includes tech giants like LinkedIn, Slack, and Shopify, Gong is making its mark on the industry. The company is now focused on expanding its reach internationally and forging new partnerships, solidifying its position as a leader in AI-powered sales intelligence.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
8% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Jun 2021
$250m
SERIES E
Aug 2020
$200m
SERIES D
Total funding: $586m
Company benefits
- Mental health support resources
- Flexible wellness fund
- Work from home stipend
- Generous vacation days
- Quarterly recharge company shutdowns
- Parental leave
- Employee equity
- Retirement savings
- Commuter & parking benefits
- Training & development programs
- Employee resource groups
- Mentorship opportunities
Company HQ
The East Cut, San Francisco, CA
Leadership
Amit Bendov
(Co-Founder & CEO)Prior to co-founding Gong in 2015, Amit spent nearly 3 years as the CEO of SiSense and 5 years as CMO at Panaya.
Eilon Reshef
(Co-FOunder & CPO)Initially served as CTO at the company before transitioning into their current role. Co-founder and former VP of Webcollage (acquired by Answers in 2013).
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