Technical Support Engineer at Gong.io

Chicago, Illinois, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

5-10+ years in technical support, product support, or developer support roles
Industry background in B2B SaaS, technology companies, enterprise software support
Experience handling high-priority client 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
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

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

Skills

Key technologies and capabilities for this role

TroubleshootingRoot Cause AnalysisCustomer SupportIntegrationsAutomationTechnical DocumentationKnowledge BaseSLA ManagementCross-Functional Collaboration

Questions & Answers

Common questions about this position

What experience level is required for the Technical Support Engineer role?

The role requires 5-10+ years in technical support, product support, or developer support.

What technical tools will I use in this position?

You will conduct in-depth troubleshooting using tools such as SQL, Snowflake, Kibana, API debugging tools, and Browser DevTools.

Is this role remote or office-based?

This information is not specified in the job description.

What is the salary or compensation for this position?

This information is not specified in the job description.

What kind of collaboration is expected in this role?

You will work closely with Engineering, Product, Sales, and Customer Success teams to drive resolution of customer-impacting issues and collaborate cross-functionally.

Gong.io

Revenue intelligence platform for customer interactions

About Gong.io

Gong provides a platform focused on revenue intelligence, which helps businesses capture and analyze customer interactions. The platform uses artificial intelligence to integrate various customer communications into one system, allowing companies to gain insights that inform their decision-making and enhance revenue growth. Gong caters to a wide array of clients, including sales, marketing, and customer success teams across different industries. Its subscription-based model allows organizations to pay for access to the platform, with pricing tiers based on user count and desired features. The main goal of Gong is to support businesses in optimizing their go-to-market strategies by delivering actionable insights derived from customer data.

San Francisco, CaliforniaHeadquarters

2015Year Founded

$570.1MTotal Funding

SERIES_ECompany Stage

Enterprise Software, AI & Machine LearningIndustries

1,001-5,000Employees

Benefits

Mental health support resources

Weekly wellness events

Work from home stipend

Generous vacation days

Quarterly recharge company shutdowns

Parental leave

Employee equity

Retirement savings & financial coaches

Commuter & parking benefits

Training & learning programs

Monthly lunch & learns

Mentor & buddy programs

Risks

Increased competition from Highspot and Seismic may pressure Gong's market share.

Rapid market growth could attract new entrants, impacting Gong's growth trajectory.

Challenges in measuring AI success may affect customer retention and acquisition.

Differentiation

Gong's platform integrates all customer interactions into a single system for better insights.

The company uses proprietary AI to analyze customer interactions, enhancing decision-making.

Gong's subscription model offers tiered access based on user numbers and functionality.

Upsides

Gong's integration with ChurnZero enhances customer success management with AI-driven insights.

The company's inclusion in Forbes Cloud 100 highlights its market leadership and innovation.

Gong's 'Ask Anything' solution boosts win rates by 26%, enhancing revenue team efficiency.

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Technical Support Engineer at Gong.io

Requirements

Responsibilities

Skills

Questions & Answers

Gong.io

About Gong.io

Benefits

Mental health support resources

Weekly wellness events

Work from home stipend

Generous vacation days

Quarterly recharge company shutdowns

Parental leave

Employee equity

Retirement savings & financial coaches

Commuter & parking benefits

Training & learning programs

Monthly lunch & learns

Mentor & buddy programs

Risks

Increased competition from Highspot and Seismic may pressure Gong's market share.

Rapid market growth could attract new entrants, impacting Gong's growth trajectory.

Challenges in measuring AI success may affect customer retention and acquisition.

Differentiation

Gong's platform integrates all customer interactions into a single system for better insights.

The company uses proprietary AI to analyze customer interactions, enhancing decision-making.

Gong's subscription model offers tiered access based on user numbers and functionality.

Upsides

Gong's integration with ChurnZero enhances customer success management with AI-driven insights.

The company's inclusion in Forbes Cloud 100 highlights its market leadership and innovation.

Gong's 'Ask Anything' solution boosts win rates by 26%, enhancing revenue team efficiency.

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