Gong unlocks reality to help people and companies reach their full potential. The patented Gong Revenue Intelligence Platform empowers customer-facing teams 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, SproutSocial, Twilio, and Zillow trust Gong to power their customer reality.
As a Technical Support Engineer, you’ll be on the front lines of creating #ravingfans by providing an exceptional support experience for our customers. Support Engineers are proactive, innovative, and empowered to solve the customer challenges of today while thinking strategically to delight the customers of tomorrow.RESPONSIBILITIES
- Provide an exceptional support experience via email, web, and/or phone for our customers using Gong product(s) and achieve core KPIs.
- Master Gong product(s) and provide integration expertise for 3rd party solutions, including telephony systems, web conferencing, Salesforce, and API usage.
- Collaborate closely with Engineering to triage potential bugs, build test cases, identify workarounds and keep stakeholders informed every step of the way.
- Represent the Voice of the Customer with Success, Sales, and Product teams to influence priorities, resources, roadmaps, and deliverables.
- Create innovative resources to equip and educate customers and peers (documentation, training, processes, tools).
QUALIFICATIONS
- Excellent communication skills (verbal and written), and ability to translate complex technical concepts for non-technical audiences
- A second European Language is a bonus
- College graduate with a technical degree or equivalent hands-on experience
- 1-3 years of technical support or other relevant work experience
- Previous B2B SaaS and enterprise software experience
- Proven track record of demonstrated ability to deep dive and find solutions
- Technical experience with Dialer/Telephony/Web Conferencing platforms such as Outreach, Dialpad, Zoom, GoToMeeting, 8x8, and Five9
- 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.
YOU ARE
- Passionate to go above and beyond to create #ravingfans
- Self-starter with a strong sense of ownership who thrives in a fast-paced, high-growth startup environment
- Creative, resourceful, detail-oriented, and well organized
- Constantly challenging the norm and finding ways to improve the team
YOU'LL GET TO
- As an employee, you'll have the power to make our company better
- Join a fast-growing company early, make a difference, and enjoy the ride
- Challenge yourself and take your career to the next level
- Gong believes in offering competitive compensation and benefits tailored to the local region.
Gong believes in offering competitive compensation and benefits tailored to the local region.
Gong is an equal opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, colour, religion, age, or any other basis protected by law.