Technical Support Engineer (Enterprise Team)

Responsibilities

• 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.

Qualifications

• 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.