Technical Support Engineer (Premium Team)
About The Position
As a Technical Support Engineer on our Premium Support team, you will play a pivotal role in delivering an exceptional customer experience by providing expert-level support and technical guidance to our largest customers. 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. We are seeking someone for this role in one of the following locations: Austin or New York City.
Requirements
- 4+ years in technical support, product support, or developer support roles.
- B2B SaaS, technology companies, enterprise software support.
- Zendesk, Jira, Salesforce, API debugging tools, Browser Dev Tools.
- Experience supporting enterprise-level clients with SaaS products.
- SQL, Snowflake, Elastic/Kibana, Data Visualization.
- Experience with Okta, Azure provisioning, SFTP, GitHub, and configuration implementation.
- Familiarity with Python, HTML/CSS, and scripting for debugging and automation.
- Some knowledge of AWS, Linux, and cloud-based infrastructure.
- Experience handling high-priority customer escalations, leading customer calls, and working with international teams.
- Proven track record of identifying inefficiencies in support processes and contributing to automation or workflow enhancements.
- Involvement in onboarding and mentoring new hires, sharing best practices, and driving team-wide improvements.
Responsibilities
- Serve as a primary point of contact for customer inquiries via Zendesk (& Zoom calls) 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.
- 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.
- 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
- Medical, dental, and vision plans
- Wellbeing Fund - flexible wellness stipend
- Mental Health benefits with covered therapy and coaching
- 401(k) program
- Education & learning stipend
- Flexible vacation time
- Paid parental leave
- Company-wide recharge days each quarter
- Work from home stipend
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
