Technical Support Engineer

Job Description

• 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. • 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. • 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. • Create innovative resources to equip and educate customers and peers (documentation, training, processes, tools).

Qualifications

• Experienced Technical Support Engineer (2-4 years of experience) interested in going above and beyond for customers to create #ravingfans • Excellent communication skills (verbal and written), and ability to translate complex technical concepts for non-technical audiences • Previous B2B SaaS or enterprise software experience • 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 • 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, 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.

Benefits

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