[Hiring] Technical Support Engineer @Gong.io

Role Description

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.

• 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.
• 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.
• 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.
• 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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family’s needs.
• Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.
• Mental Health benefits with covered therapy and coaching.
• 401(k) program to help you invest in your future.
• Education & learning stipend for personal growth and development.
• Flexible vacation time to promote a healthy work-life blend.
• Paid parental leave to support you and your family.
• Company-wide recharge days each quarter.
• Work from home stipend to help you succeed in a remote environment.