Why This Job is Featured on The SaaS Jobs
This Tier 2 Technical Support Engineer role stands out in SaaS because it sits at the intersection of product reliability, integrations, and customer outcomes—areas that become increasingly visible as B2B platforms mature and serve larger revenue teams. The scope spans core application behavior and the surrounding ecosystem (CRM, telephony, conferencing, APIs), which is where many SaaS adoption and retention risks surface.
For a long-term SaaS career, the day-to-day work builds durable skills in diagnosing production issues, translating symptoms into root causes, and influencing fixes through tight loops with Engineering and Product. Exposure to tools like SQL/Snowflake and observability stacks (e.g., Kibana) reinforces a data-informed support approach that transfers well to roles in technical account management, solutions engineering, support operations, or platform reliability within SaaS environments. The emphasis on knowledge-base content and workflow automation also develops a systems mindset beyond ticket handling.
This position is best suited to professionals who prefer structured, SLA-oriented problem solving and who enjoy communicating clearly across technical and non-technical stakeholders. It will fit someone comfortable owning escalations, navigating third-party dependencies, and contributing to repeatable processes while mentoring others.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Gong empowers everyone in revenue teams to improve productivity, increase predictability, and drive revenue growth by deeply understanding customers and business trends; driving impactful decisions and actions. The Gong Revenue AI Platform captures and contextualizes customer interactions, surfaces insights and predictions, and powers actions and workflows that are essential for business success. More than 4,500 companies around the world rely on Gong to unlock their revenue potential. For more information, visit www.gong.io.
As a Technical Support Engineer, you will play a pivotal role in delivering an exceptional customer experience by providing expert-level support and technical guidance. You’ll troubleshoot complex issues with a customer-first mindset, analyze root causes, and collaborate cross-functionally with engineering, product management, sales, and customer success teams to drive solutions. In this fast-paced, SLA-driven environment, you’ll leverage your critical thinking, adaptability, and strong communication skills to resolve challenges efficiently while mentoring teammates and contributing to continuous improvement. Your work will have a direct impact on customer satisfaction, product adoption, and operational efficiency.
RESPONSIBILITIES
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Identify inefficiencies in support workflows and contribute to automation, tooling, and documentation enhancements.
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Contribute to self-service resources, such as knowledge base articles, FAQs, and technical guides.
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Participate in training and onboarding new team members, sharing best practices and technical knowledge.
- Work closely with Engineering, Product, Sales, and Customer Success teams to drive resolution of customer-impacting issues.
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Advocate for the Voice of the Customer, providing insights that influence product enhancements, bug fixes, and roadmap priorities.
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Become an expert in Gong’s platform, mastering its features, integrations, and workflows.
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Provide deep technical guidance on 3rd party integrations such as telephony systems, web conferencing tools, CRMs, and API-based custom implementations.
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Conduct in-depth troubleshooting using tools such as SQL, Snowflake, Kibana, API debugging tools, and Browser DevTools.
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Identify and document workarounds and solutions for known issues, helping customers stay productive.
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Serve as a primary point of contact for customer inquiries via Zendesk (& Zoom calls as needed) ensuring timely and high-quality resolution
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Diagnose, troubleshoot, and resolve complex technical issues related to Gong’s product(s), integrations, and APIs.
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Maintain a customer-first approach, proactively identifying pain points and advocating for solutions that improve the customer experience.
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Escalate critical technical issues to Tier 3 Support and Engineering teams, ensuring clear documentation and effective collaboration.
QUALIFICATIONS
- 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.
TECHNICAL SKILLS
- Support & Troubleshooting Tools: Zendesk, Jira, Salesforce, API debugging tools, Browser Dev Tools.
- 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.
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 annual salary hiring range for this position is $77,000 - $92,000 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 are always looking for outstanding Gongsters! So if this sounds like something that interests you regardless of compensation, please reach out. We may have more roles for you to consider and would love to connect.
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.
To review Gong's privacy policy, visit https://www.gong.io/gong-io-job-candidates-privacy-notice/ for more details.
