Technical Support Engineer, Tier 3

Gong.io • Chicago, IL

10h • $49 - $59

About The Position

As a Technical Support Engineer on our Tier 3 team, you'll work with some of the most advanced companies leveraging cutting-edge AI-driven systems to enhance business performance. Your role involves deep technical investigation, resolution of complex issues escalated by the Support team, and acting as the main technical liaison with R&D. You'll play a critical role in identifying recurring issues and driving continuous improvement initiatives in collaboration with R&D and Product Management through leveraging customer feedback and data across the Support team.

Requirements

• 6-10+ years of B2B technical support experience, demonstrating strong problem-solving and analytical skills.
• Proficient in escalation/incident management and adhering to SLA timelines.
• Experience in web application troubleshooting with the ability to quickly grasp new technologies and products.
• Ability to read and understand code and write occasional scripts to resolve complex customer issues.
• Hands-on experience with Salesforce, ideally as a Salesforce Administrator.
• Knowledge of SQL scripting and practical experience with APIs.
• Familiarity with tools such as Coralogix, Datadog.
• Experience working with databases like Elastic-Kibana, PostgreSQL, or MongoDB.
• Demonstrated ability to align closely with R&D teams to communicate recurring technical themes and suggest improvements.
• Proven track record of mentoring and enabling support teams to improve technical proficiency and resolution capabilities.
• Strong sense of ownership, independence, and a proactive "can-do" attitude.

Nice To Haves

• Experience with Gong is a strong plus!

Responsibilities

• Perform root cause analysis, troubleshoot, and resolve issues using a variety of tools, datasets, and cross-functional collaboration
• Collaborate with R&D and Product Management to provide solutions, workarounds, and implement product features or support tools to ultimately reduce the need for customers to submit tickets
• Partner with Tier 2 Support and Customer Success teams to prioritize escalations, communicate updates, and drive end-to-end resolution processes
• Educate and upskill Tier 2 teams by sharing insights, documenting learnings, and delivering training to bridge knowledge gaps and improve first-line resolution rates
• Identify gaps and advocate for or create troubleshooting tooling as needed to better equip Support team members in identifying root causes faster and delivering more holistic resolutions as early as possible

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed