Technical Support Engineer, Tier 3

Job Description

• Research for the root cause, troubleshoot, and investigate issues using multiple tools, data sets. • Join efforts with R&D and the PM to provide issue resolutions, workarounds, and implement product features or support tools. • Work closely with Tier 1+2 support and CS agents to prioritize issues, communicate status, and oversee end-to-end resolution.

Qualifications

• 5+ years of experience in a B2B customer service/support setting, with a high degree of critical thinking and problem-solving skills. • A very good understanding of technical escalation processes and SLA timeframes. • Experience in web application troubleshooting, and the ability to quickly learn new concepts and products. • Hands-on experience as Salesforce Administrator (Certified Salesforce Administrator - huge advantage) • A strong sense of responsibility, ownership, and independence as we’re looking for the “can-do” approach. • Knowledge of SQL scripting • Proven hands-on experience with API • Familiar with at least one of the following - Okta, Rippling, DataDog, • Familiar with at least one of these databases - Elastic-Kibana, PostgreSQL, Mongo DB. • Development background / Computer Science degree - MUST • A passion for working in a team with very strong peers in a hyper-growth environment. • Experience with Gong as a tool is a plus!

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.