Technical Support Engineer, Tier 3 at Gong.io

Singapore

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Not SpecifiedCompensation

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

Full TimeJob Type

UnknownVisa

Technology, Revenue Intelligence, AI, SaaSIndustries

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
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

Skills

Key technologies and capabilities for this role

root cause analysistroubleshootingAI systemsR&D collaborationcross-functional collaborationtechnical investigationsupport toolscustomer feedback analysistraining deliveryescalation management

Questions & Answers

Common questions about this position

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

The role requires 6-10+ years of B2B technical support experience, along with strong problem-solving and analytical skills.

What technical skills are needed for this position?

Key skills include hands-on experience with Salesforce (ideally as an Administrator), knowledge of SQL scripting and APIs, ability to read code and write scripts, experience with databases like Elastic-Kibana, PostgreSQL, or MongoDB, and familiarity with tools such as Coralogix and Datadog.

Is remote work an option for this role?

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 makes a strong candidate for this Tier 3 Technical Support Engineer role?

Strong candidates have a proven track record of mentoring support teams, aligning closely with R&D to suggest improvements, proficiency in escalation management and SLAs, and a proactive sense of ownership with experience in web application troubleshooting.

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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