Technical Support Engineer (Premium Team)
As a Technical Support Engineer on our Premium Support team, you will play a pivotal role in delivering an exceptional customer experience by providing expert-level support and technical guidance to our largest customers. 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.
Key responsibilities include serving as a primary point of contact for customer inquiries via Zendesk and Zoom calls, ensuring timely and high-quality resolution. You'll diagnose, troubleshoot, and resolve complex technical issues related to Gong's products, integrations, and APIs. Maintaining a customer-first approach, you'll proactively identify pain points and advocate for solutions that improve the customer experience. Additionally, you'll escalate critical technical issues to Tier 3 Support and Engineering teams, ensuring clear documentation and effective collaboration.
To be successful in this role, you should have over four years of experience in technical support, product support, or developer support roles, particularly within B2B SaaS or technology companies. Proficiency with tools such as Zendesk, Jira, Salesforce, API debugging tools, and Browser DevTools is essential. Experience supporting enterprise-level clients with SaaS products, along with knowledge of SQL, Snowflake, Elastic/Kibana, and data visualization, is highly desirable. Familiarity with Okta, Azure provisioning, SFTP, GitHub, and configuration implementation, as well as some knowledge of Python, HTML/CSS, scripting for debugging and automation, AWS, Linux, and cloud-based infrastructure, will be advantageous. A proven track record of handling high-priority customer escalations, leading customer calls, and working with international teams is also important.
Gong offers a variety of medical, dental, and vision plans designed to fit you and your family's needs. Additionally, a Wellbeing Fund provides a flexible wellness stipend to support a healthy lifestyle.