Manager of Technical Support

Join Gong, a leading revenue intelligence platform, as the Manager of Technical Support in Dublin. In this role, you will lead and grow a multi-tiered support team, manage day-to-day customer escalations, support vendor operations, and drive global operational excellence. You will cultivate a positive team culture, mentor and develop your team, and champion technical enablement and training. This is an exciting opportunity for a proven leader with experience in a fast-paced B2B SaaS environment.

• Empower your team to be proactive, innovative, and strategic problem-solvers in a fast-paced, high-volume environment.
• Manage a multi-tiered team consisting of both Technical Support Associates (TSAs) and Technical Support Engineers (TSEs) who are on the front lines, helping customers maximize the value of the Gong Revenue AI Platform.
• Track, manage, and hold your internal team accountable to high performance against our global support organization's KPIs and SLAs (e.g., CSAT, First Touch Resolution, Time to Resolution).
• This role is perfect for a proven leader who thrives in a fast-paced, hyper-growth SaaS environment and is passionate about team development, hands-on crisis management, and operational excellence
• Communication Skills: Exceptional written and verbal communication skills, with the ability to articulate complex technical concepts and provide candid, constructive feedback
• 3+ years of experience managing a Technical Support, Customer Success, or similar customer-facing team within a fast-paced B2B SaaS environment
• Multi-Tier Management Experience: Proven success leading teams that comprise both tier-1 frontline support (Associates) and higher-tier technical support (Engineers)
• Proven Escalation Handling: Demonstrated experience managing and resolving critical, time-sensitive customer escalations on a day-to-day basis while maintaining composure and professionalism
• Global Support Awareness: Proven ability to manage and motivate a team in a fast-paced, high-volume environment supporting a diverse, global customer base across regions like Europe, Asia, and the US
• Data-Driven Performance Accountability: Proficiency in analyzing support metrics (SLAs, KPIs, CSAT, trend analysis) to diagnose performance gaps and hold individual contributors accountable to global organization standards
• Tooling: Proficiency with modern support platforms (e.g., Salesforce Service Cloud, Zendesk, etc.)
• Experience interfacing with, coaching, or supporting external vendor operations or outsourced support workflows
• Experience with Gong’s platform and products
• Technical familiarity with common Gong integrations (e.g., CRM systems like Salesforce, telephony platforms like Zoom/Dialpad, or APIs)