Technical Support Engineer (Enterprise Team)

Join our Premium Support team as a Technical Support Engineer, where you will provide expert-level support and technical guidance to our largest customers. You will troubleshoot complex issues, analyze root causes, and collaborate with cross-functional teams to drive solutions. Your work will directly impact customer satisfaction, product adoption, and operational efficiency.

• Diagnose, troubleshoot, and resolve complex technical issues related to Gong’s product(s), integrations, and APIs.
• Serve as a primary point of contact for customer inquiries via Zendesk (& Zoom calls) ensuring timely and high-quality resolution.
• Work closely with Engineering, Product, Sales, and Customer Success teams to drive resolution of customer-impacting issues.
• Experience supporting enterprise-level clients with SaaS products
• 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
• Experience with Okta, Azure provisioning, SFTP, GitHub, and configuration implementation
• B2B SaaS, technology companies, enterprise software support
• Familiarity with Python, HTML/CSS, and scripting for debugging and automation
• 4+ years in technical support, product support, or developer support roles
• SQL, Snowflake, Elastic/Kibana, Data Visualization
• Involvement in onboarding and mentoring new hires, sharing best practices, and driving team-wide improvements
• Zendesk, Jira, Salesforce, API debugging tools, Browser Dev Tools