Technical Support Engineer

### Who you are
- 4+ years in technical support, product support, or developer support roles
- B2B SaaS, technology companies, enterprise software support
- Zendesk, Jira, Salesforce, API debugging tools, Browser Dev Tools
- Experience supporting enterprise-level clients with SaaS products
- SQL, Snowflake, Elastic/Kibana, Data Visualization
- Experience with Okta, Azure provisioning, SFTP, GitHub, and configuration implementation
- Familiarity with Python, HTML/CSS, and scripting for debugging and automation
- Some knowledge of AWS, Linux, and cloud-based infrastructure.Experience handling high-priority customer escalations, leading customer calls, and working with international teams
- Proven track record of identifying inefficiencies in support processes and contributing to automation or workflow enhancements
- Involvement in onboarding and mentoring new hires, sharing best practices, and driving team-wide improvements

### What the job involves
- 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
- Serve as a primary point of contact for customer inquiries via Zendesk (& Zoom calls) 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

### 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