Technical Support Engineer

Company: Gong.io
Location: Chicago
Posted on: April 1, 2025

Job Description:

Boost win rates, increase average deal size, and increase revenue per rep with Gong, the #1 revenue AI platform.Gong transforms revenue organizations by harnessing customer interactions to increase business efficiency, improve decision-making and accelerate revenue growth. The Revenue Intelligence Platform uses proprietary artificial intelligence technology to enable teams to capture, understand and act on all customer interactions in a single, integrated platform. More than 4,000 companies around the world rely on Gong to support their go-to-market strategies and grow revenue efficiently. For more information, visit .RESPONSIBILITIESCustomer Support & Troubleshooting

• 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.Technical Expertise & Product Mastery
  • 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.
  • Identify and document workarounds and solutions for known issues, helping customers stay productive.Collaboration & Stakeholder Engagement
    • 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.Process Improvement & Enablement
      • 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.QUALIFICATIONSTechnical Skills:
        • 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.Experience Expectations:
          • 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.Educational Background:
            • Preferred Degrees: Computer Science, Information Technology, Data Science, Engineering, or a related technical field.
            • Certifications: SQL, Data Science, IT Support, or cloud-related certifications (AWS, Azure) are a plus.Languages: Multilingual skills (Spanish, French, or other global languages) are a plus.PERKS & 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.The hourly hiring range for this position is $35.48 - $47.12 USD.Compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualification, education, experience, and location. At Gong, we have a location-based compensation structure, which means there may be a different range for candidates in other locations. The total compensation package for this position, in addition to base compensation, may include incentive compensation, bonus, equity, and benefits. Some of our sales compensation programs also offer the potential to achieve above targeted earnings for those who exceed their sales targets.We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Gong recruiting email communications will always come from the @gong.io domain. Any outreach claiming to be from Gong via other sources should be ignored.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.
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Keywords: Gong.io, Chicago , Technical Support Engineer, Engineering , Chicago, Illinois