Gong.io
501-1000 employees
Software
Information Technology
Sales Analytics
Artificial Intelligence
About Gong.io
Gong.io is a revenue intelligence platform that uses artificial intelligence to analyze customer interactions across calls, meetings, and emails to provide actionable insights for sales teams. Founded in 2015, Gong's mission is to help businesses improve their sales performance by capturing and understanding every customer conversation. The platform enables sales professionals to make data-driven decisions, improve coaching, and increase deal velocity by uncovering trends and risks in real-time. Gong serves a wide range of industries and is recognized for transforming how companies approach sales enablement and customer engagement.
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Description
- Gong harnesses the power of AI to transform how revenue teams win. The Gong Revenue AI Operating System unifies data, insights, and workflows into a single, trusted system that observes, guides, and acts alongside the world’s most successful revenue teams. Powered by the Gong Revenue Graph, AI-powered intelligence, specialized agents, and trusted applications, Gong helps more than 5,000 companies around the world deeply understand their teams and customers, automate critical sales workflows, and close more deals with less effort. For more information, visit www.gong.io.
- At Gong, you will join a company built on innovative products, ambitious goals, and passionate people. We are shaping the future of revenue intelligence and we want people who are excited to build what comes next. You will work with a team that dreams big, moves fast, and cares deeply about the craft and about each other. Here, transparency and trust are core to how we operate, and every person has the opportunity to make a visible impact. If you want to grow, stretch, and do work that truly matters, Gong is the place to do the best work of your career.
- Gong empowers everyone in revenue teams to improve productivity, increase predictability, and drive revenue growth by deeply understanding customers and business trends; driving impactful decisions and actions. The Gong Revenue AI Platform captures and contextualizes customer interactions, surfaces insights and predictions, and powers actions and workflows that are essential for business success. More than 4,500 companies around the world rely on Gong to unlock their revenue potential.
- As a Technical Support Engineer, you will play a pivotal role in delivering an exceptional customer experience by providing expert-level support and technical guidance. You’ll troubleshoot complex issues with a customer-first mindset, analyze root causes, and collaborate cross-functionally with engineering, product management, sales, and customer success teams to drive solutions. In this fast-paced, SLA-driven environment, you’ll leverage your critical thinking, adaptability, and strong communication skills to resolve challenges efficiently while mentoring teammates and contributing to continuous improvement. Your work will have a direct impact on customer satisfaction, product adoption, and operational efficiency.
- 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.
- QUALIFICATIONS
- Years of Experience: 5-10+ years in technical support, product support, or developer support roles.
- Industry Background: B2B SaaS, technology companies, enterprise software support.
- Customer Engagement: Experience handling high-priority client escalations, leading customer calls, and working with international teams.
- Process Improvement: Proven track record of identifying inefficiencies in support processes and contributing to automation or workflow enhancements.
- Mentorship & Training: Involvement in onboarding and mentoring new hires, sharing best practices, and driving team-wide improvements.
- TECHNICAL SKILLS
- 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/CSS, and scripting for debugging and automation.
- Cloud & DevOps Exposure: Some knowledge of AWS, Linux, and cloud-based infrastructure.
- PERKS & BENEFITS
- Medical, dental, and vision plans.
- Wellbeing Fund - flexible wellness stipend.
- Mental Health benefits with covered therapy and coaching.
- 401(k) program.
- Education & learning stipend.
- Flexible vacation time.
- Paid parental leave.
- Company-wide recharge days each quarter.
- Work from home stipend.
- SALARY RANGE
- The annual salary hiring range for this position is $86,400 - $98,000 USD. Compensation is based on factors such as skills, experience, education, and location. The total package may include incentive compensation, bonus, equity, and benefits.
- Gong is an equal-opportunity employer and values diversity. For more details, see the privacy policy at https://www.gong.io/gong-io-job-candidates-privacy-notice/
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Requirements
- 5-10+ years in technical support, product support, or developer support roles
- Experience handling high-priority client escalations and leading customer calls
- Proven track record of identifying inefficiencies in support processes and contributing to automation or workflow improvements
- Involvement in onboarding and mentoring new hires, sharing best practices
- Support & Troubleshooting Tools: Zendesk, Jira, Salesforce, API debugging tools, Browser DevTools
- Experience supporting enterprise SaaS products for B2B clients
- Knowledge of SQL, Snowflake, Elastic/Kibana, Data Visualization
- Experience with system administration and integrations like Okta, Azure, SFTP, GitHub
- Familiarity with Python, HTML/CSS, scripting for debugging and automation
- Some knowledge of AWS, Linux, and cloud infrastructure
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Benefits
- Medical, dental, and vision plans
- Wellbeing Fund - flexible wellness stipend
- Mental Health benefits with covered therapy and coaching
- 401(k) program
- Education & learning stipend
- Flexible vacation time
- Paid parental leave
- Company-wide recharge days each quarter
- Work from home stipend