Technical Support Engineer, Tier 2

Gong.io•San Francisco, CA

4h•$39 - $47•Hybrid

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. For more information, visit www.gong.io. At Gong, you will join a company built on innovative products, ambitious goals, and passionate people. We are shaping the future of revenue intelligence and we want people who are excited to build what comes next. You will work with a team that dreams big, moves fast, and cares deeply about the craft and about each other. Here, transparency and trust are core to how we operate, and every person has the opportunity to make a visible impact. If you want to grow, stretch, and do work that truly matters, Gong is the place to do the best work of your career. 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. Candidates must be located near our San Francisco office as we encourage a hybrid work environment.

Requirements

4+ 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, Glean, API debugging tools, Browser Dev Tools.
B2B SaaS Product Expertise: Experience supporting enterprise-level clients with SaaS products.
Technical Literacy: Ability to interpret Python scripts and HTML/CSS structure to identify errors or logic gaps during troubleshooting.
System Administration & Integration: Experience with Okta, Azure provisioning, SFTP, and configuration implementation.
Log Analysis & Scripting Logic: Comfortable reading and executing existing scripts to automate diagnostic checks and routine maintenance.
Web Architecture Support: Foundational understanding of HTML/CSS to assist in diagnosing front-end rendering issues or browser-side errors.
Infrastructure Awareness: Solid understanding of cloud-based environments and how integrated services (DNS, storage, compute) impact end-user performance.

Responsibilities

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.
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.
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.

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.
15 days of accrued PTO and 8+ days of sick leave annually
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.

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