Technical Account Specialist

Gong.io•Austin, TX

6d•$99,000 - $132,000•Remote

About The Position

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, trusted system that observes, guides, and acts alongside the world’s most successful revenue teams. Powered by the Gong Revenue Graph, AI-powered intelligence, specialized agents, and trusted applications, Gong helps more than 5,000 companies around the world deeply understand their teams and customers, automate critical sales workflows, and close more deals with less effort. Gong is investing in a world-class Premium Support experience, and the Technical Account Specialist (TAS) team is a core extension of that mission. This is not your typical support role. TASs are technical experts with the customer acumen and systems thinking needed to guide customers — Premium and non-Premium alike — through complex, high-impact technical scenarios. Unlike a traditional TAM, this role is pooled and temporary rather than dedicated — but the impact is just as strategic. You'll work across customers, products, and functions to deliver technical insights, provide consultative best-practice guidance, and act as the connective tissue between Gong's customers and our Product and R&D teams.

Requirements

3–5+ years in a technical customer-facing role (e.g., TSE, TAM, Solutions Engineer, or similar)
Strong technical acumen and curiosity — able to understand system architecture, APIs, integrations, and troubleshooting workflows
Excellent communication and customer engagement skills, especially in high-stakes or urgent situations
Experience working with enterprise customers and cross-functional teams (especially Product, Engineering, Customer Success, and Professional Services)
Proven ability to quickly build credibility and trust with customers without the benefit of an ongoing, dedicated relationship
Comfort context-switching across a pooled portfolio of customers and shifting priorities, rather than managing a fixed book of business
Ability to strategically leverage AI/LLM tools to synthesize technical information, accelerate health reviews, and produce clear customer-facing insights at pace
Proven ability to translate technical details into clear, actionable next steps for non-technical stakeholders
Comfort operating in a fast-paced, high-growth environment — with a bias for clarity, ownership, and collaboration

Responsibilities

Serve as a technical advisor for both Premium and non-Premium customers, delivering consultative best-practice guidance on product capabilities, integration health, and configuration — engaging on a temporary, ad-hoc basis rather than owning an ongoing book of business.
Lead scoped, time-bound technical advisory engagements from discovery through closure: clarifying the customer's objective, gathering relevant examples, aligning stakeholders, documenting recommendations, and confirming outcomes.
Translate complex technical challenges into customer outcomes by identifying adoption blockers, recommending configuration changes or workarounds, and helping customers optimize high-impact workflows.
Partner cross-functionally with Customer Success (known as RAs, Revenue Architects, at Gong), Professional Services, Product, and R&D — using sound judgment to distinguish technical advisory needs from break-fix issues, product gaps, and Professional Service-scoped engagements.
Own and deliver technical health reviews, including analysis of ticket trends, configuration audits, and recommendations for improvement.
Build and share reusable technical knowledge by documenting patterns, surfacing product and documentation gaps, and contributing to playbooks, enablement, and internal technical guidance.
Support customer requests such as security questionnaires, custom development updates, and 3rd-party integration guidance.