Technical Support Engineer Jobs

Gong unlocks reality to help people and companies reach their full potential. The patented Gong Reality Platform™ empowers companies to take advantage of their most valuable assets – customer interactions, which the Gong platform automatically captures and analyzes. Gong then delivers insights at scale, empowering revenue and go-to-market teams to determine the best actions for winning outcomes. Thousands of innovative companies like Morningstar Inc., Paychex, LinkedIn, Shopify, Slack, Sprout Social, Twilio, and Zillow trust Gong to power their customer reality. Gong is an award winning company and was recognized on the Deloitte Technology Fast 500, Forbes Cloud 100, LinkedIn Top Startups, and Great Places to Work lists in 2022.

As a Technical Support Engineer, you’ll be at the forefront of the Gong customer experience & create

We are currently seeking individuals located in the PST or EST time zones near one of our office hubs in San Francisco or Atlanta.

RESPONSIBILITIES

• Create innovative resources to equip and educate customers and peers (documentation, training, processes, tools).
• This is a small team! Everyone has an opportunity to represent the Voice of the Customer with Success, Sales and Product teams to influence priorities, resources, roadmaps and deliverables.
• Provide an exceptional support experience via email, web and/or phone for our customers using Gong product(s) and achieve core KPIs.
• Build internal relationships and collaborate closely with Engineering to triage potential bugs, build test cases, identify workarounds and keep stakeholders informed every step of the way.
• Master Gong product(s) and provide integration expertise for 3rd party solutions, including: telephony systems, web conferencing, Salesforce, and API usage.

QUALIFICATIONS

Experienced Technical Support Engineer (2-4 years of experience) interested in going above and beyond for customers to create

• Technical experience in one or more of the following is preferred: Salesforce Sales Cloud (1-2 years), API developer support, object oriented programming languages or other scripting languages.
• Creative, resourceful, detail-oriented and well organized
• Self-starter with a strong sense of ownership who thrives in a fast-paced, high-growth startup environment
• College graduate with a technical degree or equivalent hands-on experience
• Excellent communication skills (verbal and written), and ability to translate complex technical concepts for non-technical audiences
• Technical experience with Dialer/Telephony/Web Conferencing platforms such as Outreach, Dialpad, Zoom, GoToMeeting, 8x8, Five9
• Previous B2B SaaS or enterprise software experience
• Proven track record of demonstrated ability to deep dive and find solutions

PERKS & BENEFITS

• 401(k) program to help you invest in your future.
• Mental Health benefits with covered therapy and coaching.
• Company-wide recharge days each quarter.
• Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.
• Education & learning stipend for personal growth and development.
• Paid parental leave to support you and your family.
• Flexible vacation time to promote a healthy work-life blend.
• Work from home stipend to help you succeed in a remote environment.
• We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family’s needs.

Gong is an equal-opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, military status, genetic information, or any other basis protected by applicable law.

To review Gong's privacy policy, visit https://www.gong.io/gong-io-job-candidates-privacy-notice/ for more details.