Technical Support Engineer at Gong

<div class="content-intro"><p>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.</p> <p>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.</p></div><p>As a Technical Support Engineer, you’ll be at the forefront of the Gong customer experience &amp; create #ravingfans by providing an exceptional &amp; consultative support experience for our customers. Support Engineers are proactive, innovative, and empowered to solve the customer challenges of today, while thinking strategically to delight our customers long term.</p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;"><em><strong>NOTE: This position is a hybrid-based role (office 3 days a week and remote)<br></strong></em></span></p> <p>&nbsp;</p> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;"><strong>RESPONSIBILITIES&nbsp;</strong></span><span style="font-size: 16pt; font-family: helvetica, arial, sans-serif;">&nbsp;</span></p> <ul> <li>Provide an exceptional support experience via email, web and/or phone for our customers using Gong product(s) and achieve core KPIs.</li> <li>Master Gong product(s) and provide integration expertise for 3rd party solutions, including: telephony systems, web conferencing, Salesforce, and API usage.</li> <li>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.</li> <li>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.</li> <li>Create innovative resources to equip and educate customers and peers (documentation, training, processes, tools).</li> </ul> <h5 style="font-family: 'BN Axel Grotesk'; line-height: 1.2;"><span style="font-size: 16pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 10pt;"><strong>QUALIFICATIONS</strong></span>&nbsp;</span></h5> <ul> <li>Technical Support Engineer with 2-4 years relevant experience,&nbsp; interested in going above and beyond for customers to create #ravingfans</li> <li>Excellent communication skills (verbal and written), and ability to translate complex technical concepts for non-technical audiences</li> <li>Previous B2B SaaS or enterprise software experience</li> <li>Self-starter with a strong sense of ownership who thrives in a fast-paced, high-growth startup environment</li> <li>Creative, resourceful, detail-oriented and well organized</li> <li>Proven track record of demonstrated ability to deep dive and find solutions</li> <li>College graduate with a technical degree or equivalent hands-on experience</li> <li>Technical experience with Dialer/Telephony/Web Conferencing platforms such as Outreach, Dialpad, Zoom, GoToMeeting, 8x8, Five9</li> <li>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.</li> </ul> <p>&nbsp;</p> <p style="font-family: 'messina sans'; line-height: 1.2;"><span style="font-size: 12pt;"><em>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.</em></span></p> <p style="font-family: 'messina sans'; line-height: 1.2;"><span style="font-size: 12pt;"><em>To review Gong's privacy policy, visit <a href="https://www.gong.io/gong-io-job-candidates-privacy-notice/" target="_blank">https://www.gong.io/gong-io-job-candidates-privacy-notice/</a> for more details.</em></span></p> <p style="font-family: 'messina sans'; line-height: 1.2;"><span style="font-size: 12pt;"><em><span data-sheets-root="1">#LI-SM3</span></em></span></p>