Technical Support Engineer, Gong

Salary not provided

The hourly hiring range for this position is $35.48 - $47.12 USD

SQL

AWS

CSS

HTML

Python

Linux

Kibana

Salesforce

Azure

Okta

Snowflake

Zendesk

JIRA

Zoom

Senior and Expert level

Chicago

New York

Revenue intelligence platform

Open for applications

Revenue intelligence platform

1001+ employees

B2BEnterpriseBusiness IntelligenceSaaSSales

Open for applications

Salary not provided

The hourly hiring range for this position is $35.48 - $47.12 USD

SQL

AWS

CSS

HTML

Python

Linux

Kibana

Salesforce

Azure

Okta

Snowflake

Zendesk

JIRA

Zoom

Senior and Expert level

Chicago

New York

1001+ employees

B2BEnterpriseBusiness IntelligenceSaaSSales

Company mission

To help companies transform their revenue organizations by harnessing customer interactions to increase business efficiency, improve decision-making and accelerate revenue growth.

Job

Company

Role

Who you are

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
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
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
Multilingual skills (Spanish, French, or other global languages) are a plus

What the job involves

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
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
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 0 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

Top investors

8% employee growth in 12 months

Glassdoor (4.1)

Trustpilot (2.4)

Company

Funding (last 2 of 9 rounds)

Jun 2021

$250m

SERIES E

Aug 2020

$200m

SERIES D

Total funding: $586.1m

Company benefits

Mental health support resources
Weekly wellness events
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

(CEO)

Former CMO at Panaya and CEO at SiSence.

Eilon Reshef

(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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