Why This Job is Featured on The SaaS Jobs
Tier 3 technical support roles sit at the point where SaaS reliability meets product engineering, and this one is positioned as a true escalation function rather than a ticket-queue extension. The remit spans deep investigation across web applications, data stores, observability tooling, and integrations, reflecting the reality of modern B2B SaaS products where customer environments are complex and issues often cross system boundaries. The explicit linkage to R&D and Product also signals a support organization that influences how the platform evolves.
For a long-term SaaS career, this kind of seat builds durable leverage: diagnosing production behavior, translating symptoms into actionable engineering narratives, and using customer feedback to reduce repeat incidents through tooling and product changes. The exposure to incident management, APIs, SQL, and reading code tends to compound over time, opening pathways into reliability, solutions engineering, technical account roles, or support leadership. Mentoring Tier 2 also develops the operational muscle needed to scale support quality as usage grows.
This role fits experienced support engineers who prefer ambiguous, high-context problem solving and structured follow-through across teams. It will suit professionals who enjoy being the technical bridge between customer-facing functions and engineering, and who value turning individual escalations into systemic improvements rather than one-off fixes.
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 Senior 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
- 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
- Hybrid work model.
- 2 Recharge days each quarter (that’s right! 8 additional vacation days to recharge your batteries).
- Excellent private healthcare.
- Ready. Set. Gong! We offer sports classes in the office!
- Education & learning stipend to support your personal growth and development.
If you are curious to discover the wonderful and challenging world of Gong - what are you waiting for? Don’t delay - fill in your application details. Who knows, maybe there’s a Gongster in you!
Here at Gong, we encourage our employees to express their personality and identity (whether gender, ethnic, religious, or sexual), and we ensure fairness and equal opportunities. We follow a hybrid working model that combines working from home, on the go, or at the office. This allows us: flexibility, autonomy, positive work relationships, and effective work habits.
If these considerations are important to you when choosing a work place, we'd love to see you with us.
To review Gong's privacy policy, visit https://www.gong.io/gong-io-job-candidates-privacy-notice/ for more details.
