Technical Support Engineer, Tier 2

Gong.io•Salt Lake City, UT

About The Position

As a Technical Support Engineer, you will play a pivotal role in delivering an exceptional customer experience by providing expert-level support and technical guidance. 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.

Requirements

Years of Experience: 5-10+ years in technical support, product support, or developer support roles.
Industry Background: B2B SaaS, technology companies, enterprise software support.
Customer Engagement: Experience handling high-priority client escalations, leading customer calls, and working with international teams.
Process Improvement: Proven track record of identifying inefficiencies in support processes and contributing to automation or workflow enhancements.
Mentorship & Training: Involvement in onboarding and mentoring new hires, sharing best practices, and driving team-wide improvements.
Support & Troubleshooting Tools: Zendesk, Jira, Salesforce, API debugging tools, Browser Dev Tools.
B2B SaaS Product Expertise: Experience supporting enterprise-level clients with SaaS products.
Database & Querying: SQL, Snowflake, Elastic/Kibana, Data Visualization.
System Administration & Integration: Experience with Okta, Azure provisioning, SFTP, GitHub, and configuration implementation.
Coding & Automation: Familiarity with Python, HTML/CSS, and scripting for debugging and automation.
Cloud & DevOps Exposure: Some knowledge of AWS, Linux, and cloud-based infrastructure.

Responsibilities

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.
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.
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.
Serve as a primary point of contact for customer inquiries via Zendesk (& Zoom calls as needed) 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.

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.
Flexible vacation time to promote a healthy work-life blend.
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.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume