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.

Perks & 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.
• 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.

Pay

This is a full-time hourly role with a pay rate range of $35-$50/Hour. Compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualification, education, experience, and location. At Gong, we have a location-based compensation structure, which means there may be a different range for candidates in other locations. The total compensation package for this position, in addition to base compensation, may include incentive compensation, bonus, equity, and benefits. Some of our sales compensation programs also offer the potential to achieve above targeted earnings for those who exceed their sales targets.