Why This Job is Featured on The SaaS Jobs
Premium Support roles inside established SaaS platforms tend to sit close to the real operating edge of the product, where integrations, security expectations, and enterprise change management all collide. This Technical Account Specialist position is notable because it is designed as a pooled technical expert function rather than a single-customer assignment, reflecting a SaaS model where repeatable playbooks and shared coverage matter as much as individual relationships.
From a SaaS career perspective, the work builds durable skills in diagnosing system-level issues across APIs, configurations, and third-party connections while staying accountable to customer outcomes. The role also creates exposure to how product feedback loops are formed in practice, translating incident patterns and health signals into inputs that Product and R&D can act on, which is a core competency in scaling subscription software.
This is best suited to someone who enjoys structured problem solving, clear written and verbal communication, and steady coordination across Support, Engineering, and Security. It will fit professionals who prefer breadth across multiple accounts and scenarios, and who want to be recognised for technical judgment during high-impact customer moments rather than for quota ownership.
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 is investing in a world-class Premium Support experience and at the heart of that is the Technical Solutions Specialist (TAS). This is not your typical support role. TASs are technical experts with the customer acumen and systems thinking needed to guide enterprise customers through complex, high-impact scenarios.
Unlike a traditional TAM, this role is pooled, not dedicated — but the impact is just as strategic. You’ll work across customers, products, and functions to drive resolution, deliver technical insights, and act as the connective tissue between Gong’s customers and our Product & R&D teams.
NOTE: This position is a hybrid-based role (office 3 days a week and remote)
RESPONSIBILITIES
- Serve as a technical advisor for Gong’s premium customers, offering deep guidance on product capabilities, integration health, and best practices.
- Proactively communicate during major incidents or outages, providing direct customer updates and escalation support.
- Coordinate cross-functionally with Support, Product, R&D, and Security teams to ensure complex issues are unblocked quickly and transparently.
- Provide on-demand guidance during critical customer moments including product rollouts, migrations, and integration changes.
- Own and deliver technical health reviews, including analysis of ticket trends, configuration audits, and recommendations for improvement.
- Support customer asks such as security questionnaires, custom development updates, and 3rd-party integration guidance.
- Help drive internal clarity ensuring roles, responsibilities, and escalation paths are clearly navigated.
QUALIFICATIONS
- 3–5+ years in a technical customer-facing role (e.g., TSE, TAM, Solutions Engineer, or similar)
- Strong technical acumen and curiosity - able to understand system architecture, APIs, integrations, and troubleshooting workflows
- Excellent communication and customer engagement skills, especially in high-stakes or urgent situations
- Experience working with enterprise customers and cross-functional teams (especially Product and Engineering)
- Proven ability to translate technical details into clear, actionable next steps for non-technical stakeholders
- Comfort operating in a fast-paced, high-growth environment - with a bias for clarity, ownership, and collaboration
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.
To review Gong's privacy policy, visit https://www.gong.io/gong-io-job-candidates-privacy-notice/ for more details.
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