Why This Job is Featured on The SaaS Jobs
This Technical Support Associate role stands out in SaaS because it sits at the intersection of product usage, integrations, and customer outcomes on a Revenue AI platform. Supporting Gong’s EMEA hub in Dublin places the work close to regional customers while remaining connected to global R&D, a common operating model for SaaS companies serving multiple markets and time zones. The emphasis on troubleshooting across email, web, and phone also reflects the multi-channel support expectations typical of enterprise SaaS.
For a long-term SaaS career, the role builds durable fundamentals in how subscription software is adopted and maintained in real environments. Hands-on exposure to Salesforce, telephony, conferencing tools, and API-based implementations develops an integration mindset that transfers across modern SaaS stacks. Contributing to knowledge base articles and technical guides also strengthens operational writing and enablement skills that are valued in support engineering, technical account management, and product-facing operations.
This position is best suited to early-career professionals who enjoy structured problem solving, clear communication with non-technical stakeholders, and steady iteration against SLAs and support metrics. It will fit someone who prefers collaborative work with Success, Sales, Product, and engineering counterparts, and who wants a grounded entry point into SaaS systems, workflows, and customer-impacting technical work.
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
Role Summary
As a Technical Support Associate based in our Dublin EMEA headquarters, you will be the frontline champion for our European and global customers using Gong’s Revenue AI platform. You will troubleshoot technical issues, master Gong’s native tools and integrations, and contribute to resource creation aimed at enhancing customer success. Your mission is to meet key performance goals while turning EMEA’s fastest-growing revenue teams into "raving fans."
Key Responsibilities
- EMEA Customer Support: Deliver an outstanding, timely support experience via email, web, and phone, aligning with regional SLAs and standard performance metrics.
- Product & Integration Mastery: Learn the deep functionalities of Gong products and build a strong understanding of common ecosystem integrations (e.g., Salesforce, telephony systems, web conferencing tools, and API-based custom implementations).
- Cross-Functional Collaboration: Partner closely with Dublin-based Success, Sales, and Product teams, as well as our global R&D teams, to troubleshoot complex issues and accurately represent the "Voice of the Customer."
- Content & Enablement: Contribute to the creation of localized self-service and internal resources—such as knowledge base articles, FAQs, and technical guides—to support team and customer enablement.
Qualifications
- Recent Graduate of Bachelor of Science (BSc) in Information Technology or Computer Science required.
- Customer Focus: A passion for customer success and a proven ability to explain complex technical concepts clearly, patiently, and kindly to business stakeholders.
- Technical Aptitude: A technical background or a strong foundational interest in troubleshooting software, SaaS architecture, web components, and integrations.
- Language Skills: Fluency in written and spoken English is required. Fluency in an additional European language (e.g., French, German, or Spanish) is a strong advantage for the Dublin hub.
- Growth Mindset: High adaptability and a strong desire to grow a long-term career within technical operations and product support at a fast-scaling AI company.
Work Environment & Location
- Structure: This is a hybrid role, requiring 3 days a week in our collaborative Dublin city centre office, with 2 days of flexible remote work.
- Eligibility: Must be legally eligible to work in Ireland.
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.
<>
