Technical Support Engineer, Gong
Tier 3
The hourly hiring range for this position is $49.04 - $58.66 USD
AI OS for revenue teams
Be an early applicant
AI OS for revenue teams
1001+ employees
Be an early applicant
The hourly hiring range for this position is $49.04 - $58.66 USD
1001+ employees
Company mission
To empower companies to unlock their full revenue potential.
Role
Who you are
- 6-10+ years of B2B technical support experience, demonstrating strong problem-solving and analytical skills
- Proficient in escalation/incident management and adhering to SLA timelines
- Experience in web application troubleshooting with the ability to quickly grasp new technologies and products
- Ability to read and understand code and write occasional scripts to resolve complex customer issues
- Hands-on experience with Salesforce, ideally as a Salesforce Administrator
- Knowledge of SQL scripting and practical experience with APIs
- Familiarity with tools such as Coralogix, Datadog
- Experience working with databases like Elastic-Kibana, PostgreSQL, or MongoDB
- Demonstrated ability to align closely with R&D teams to communicate recurring technical themes and suggest improvements
- Proven track record of mentoring and enabling support teams to improve technical proficiency and resolution capabilities
- Strong sense of ownership, independence, and a proactive "can-do" attitude
- Experience with Gong is a strong plus!
What the job involves
- As a Technical Support Engineer on our Tier 3 team, you'll work with some of the most advanced companies leveraging cutting-edge AI-driven systems to enhance business performance
- Your role involves deep technical investigation, resolution of complex issues escalated by the Support team, and acting as the main technical liaison with R&D
- You'll play a critical role in identifying recurring issues and driving continuous improvement initiatives in collaboration with R&D and Product Management through leveraging customer feedback and data across the Support team
- Perform root cause analysis, troubleshoot, and resolve issues using a variety of tools, datasets, and cross-functional collaboration
- Collaborate with R&D and Product Management to provide solutions, workarounds, and implement product features or support tools to ultimately reduce the need for customers to submit tickets
- Partner with Tier 2 Support and Customer Success teams to prioritize escalations, communicate updates, and drive end-to-end resolution processes
- Educate and upskill Tier 2 teams by sharing insights, documenting learnings, and delivering training to bridge knowledge gaps and improve first-line resolution rates
- Identify gaps and advocate for or create troubleshooting tooling as needed to better equip Support team members in identifying root causes faster and delivering more holistic resolutions as early as possible
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).
Salary benchmarks
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