Technical Support Specialist
SkioSalary not specified
Full Time
Junior (1 to 2 years)
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
Troubleshooting
Root Cause Analysis
Customer Support
Integrations
Automation
Technical Documentation
Knowledge Base
SLA Management
Cross-Functional Collaboration
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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