Technical Support Engineer

Responsibilities

• Serve as the primary contact for enterprise customer inquiries via Zendesk and Zoom
• Diagnose, troubleshoot, and resolve complex technical issues across Gong’s platform, integrations, and APIs
• Escalate critical issues to Tier 3 Support and Engineering with clear documentation
• Provide deep technical guidance on telephony systems, web conferencing tools, CRMs, and API-based custom implementations
• Conduct troubleshooting using SQL, Snowflake, Kibana, API debugging tools, and Browser DevTools
• Document workarounds and solutions for known issues to keep customers productive
• Collaborate with Engineering, Product, Sales, and Customer Success to drive resolution
• Advocate for the Voice of the Customer to influence product enhancements and roadmap priorities
• Identify support workflow inefficiencies and contribute to automation, tooling, and documentation
• Train and onboard new team members, sharing best practices and technical knowledge

Requirements

• 4+ years in technical support, product support, or developer support roles
• Experience supporting enterprise-level SaaS products in B2B technology companies
• Proficiency with Zendesk, Jira, Salesforce, API debugging tools, and Browser DevTools
• Strong skills in SQL, Snowflake, Elastic/Kibana, and data visualization
• Experience with Okta, Azure provisioning, SFTP, GitHub, and configuration implementation
• Familiarity with Python, HTML/CSS, and scripting for debugging and automation
• Knowledge of AWS, Linux, and cloud-based infrastructure
• Proven track record handling high-priority escalations and leading customer calls
• History of identifying process inefficiencies and driving automation or workflow improvements
• Experience onboarding and mentoring new hires

Benefits

• Medical, dental, and vision plans
• Wellbeing Fund flexible wellness stipend
• Mental health benefits with covered therapy and coaching
• 401(k) program
• Education and learning stipend
• Flexible vacation time and paid parental leave
• Company-wide recharge days each quarter
• Work from home stipend

About the Company

Gong harnesses the power of AI to transform how revenue teams win. The Gong Revenue AI Operating System unifies data, insights, and workflows into a single system that observes, guides, and acts alongside revenue teams. Powered by the Gong Revenue Graph and AI-powered intelligence, Gong helps more than 5,000 companies deeply understand their teams and customers, automate critical sales workflows, and close more deals with less effort.