Why This Job is Featured on The SaaS Jobs
### Why this Role is Featured on The SaaS Jobs
Tier 3 Technical Support roles sit at a critical junction in SaaS: where real customer usage meets product reliability and engineering priorities. This position stands out because it is explicitly built around deep investigation and escalation work, with a defined interface into R&D and Product Management, which is where many SaaS companies translate operational pain into roadmap decisions.
For a SaaS career, the long-term value here is the breadth of systems thinking it develops. Working across web applications, APIs, databases, observability tooling, and incident processes builds a durable troubleshooting toolkit that transfers well across B2B SaaS environments. The emphasis on identifying recurring themes, reducing ticket volume through tooling or product changes, and sharing learnings with earlier support tiers mirrors how mature SaaS orgs scale support without scaling headcount linearly.
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
As a Technical Support Engineer on our Tier 3 team, you'll work with some of the most advanced companies leveraging cutting-edge AI-driven systems to enhance business performance. Your role involves deep technical investigation, resolution of complex issues escalated by the Support team, and acting as the main technical liaison with R&D. You'll play a critical role in identifying recurring issues and driving continuous improvement initiatives in collaboration with R&D and Product Management through leveraging customer feedback and data across the Support team.
RESPONSIBILITIES
- Perform root cause analysis, troubleshoot, and resolve issues using a variety of tools, datasets, and cross-functional collaboration
- Collaborate with R&D and Product Management to provide solutions, workarounds, and implement product features or support tools to ultimately reduce the need for customers to submit tickets
- Partner with Tier 2 Support and Customer Success teams to prioritize escalations, communicate updates, and drive end-to-end resolution processes
- Educate and upskill Tier 2 teams by sharing insights, documenting learnings, and delivering training to bridge knowledge gaps and improve first-line resolution rates
- Identify gaps and advocate for or create troubleshooting tooling as needed to better equip Support team members in identifying root causes faster and delivering more holistic resolutions as early as possible
QUALIFICATIONS
- 6-10+ years of B2B technical support experience, demonstrating strong problem-solving and analytical skills.
- Proficient in escalation/incident management and adhering to SLA timelines.
- Experience in web application troubleshooting with the ability to quickly grasp new technologies and products.
- Ability to read and understand code and write occasional scripts to resolve complex customer issues.
- Hands-on experience with Salesforce, ideally as a Salesforce Administrator.
- Knowledge of SQL scripting and practical experience with APIs.
- Familiarity with tools such as Coralogix, Datadog.
- Experience working with databases like Elastic-Kibana, PostgreSQL, or MongoDB.
- Demonstrated ability to align closely with R&D teams to communicate recurring technical themes and suggest improvements.
- Proven track record of mentoring and enabling support teams to improve technical proficiency and resolution capabilities.
- Strong sense of ownership, independence, and a proactive "can-do" attitude.
- Experience with Gong is a strong 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 $49.04 - $58.66 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.
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