Why This Job is Featured on The SaaS Jobs
Premium support roles sit at an important junction in B2B SaaS: they translate real customer friction into actionable technical insight. This Technical Support Engineer position is anchored in serving large, high-touch accounts, where reliability, integrations, and clear incident handling tend to matter as much as product features. The emphasis on APIs, third-party systems, and structured ticketing reflects the realities of modern SaaS platforms that must operate inside a broader customer stack.
From a SaaS career standpoint, the role builds durable leverage in three areas that transfer across companies: diagnosing production issues in multi-tenant software, communicating technical tradeoffs to non-engineering partners, and strengthening product feedback loops. Working with data and observability tools alongside CRM and support systems also mirrors how mature SaaS organizations operationalize customer experience and prioritize fixes.
This role fits professionals who enjoy deep problem solving and can stay methodical under service expectations, while coordinating with engineering and product without losing sight of customer impact. It is particularly well suited to someone who wants to remain close to the product surface area, develop integration fluency, and gradually take on mentorship and process improvement work in a support engineering track.
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 Premium Support team, you will play a pivotal role in delivering an exceptional customer experience by providing expert-level support and technical guidance to our largest customers. 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.
We are seeking someone for this role in one of the following locations: Austin or New York City.
RESPONSIBILITIES
- Serve as a primary point of contact for customer inquiries via Zendesk (& Zoom calls) ensuring timely and high-quality resolution.
- Diagnose, troubleshoot, and resolve complex technical issues related to Gong’s product(s), integrations, and APIs.
- Maintain a customer-first approach, proactively identifying pain points and advocating for solutions that improve the customer experience.
- Escalate critical technical issues to Tier 3 Support and Engineering teams, ensuring clear documentation and effective collaboration.
- Become an expert in Gong’s platform, mastering its features, integrations, and workflows.
- Provide deep technical guidance on 3rd party integrations such as telephony systems, web conferencing tools, CRMs, and API-based custom implementations.
- Conduct in-depth troubleshooting using tools such as SQL, Snowflake, Kibana, API debugging tools, and Browser DevTools.
- Identify and document workarounds and solutions for known issues, helping customers stay productive.
- Work closely with Engineering, Product, Sales, and Customer Success teams to drive resolution of customer-impacting issues.
- Advocate for the Voice of the Customer, providing insights that influence product enhancements, bug fixes, and roadmap priorities.
- Identify inefficiencies in support workflows and contribute to automation, tooling, and documentation enhancements.
- Contribute to self-service resources, such as knowledge base articles, FAQs, and technical guides.
- Participate in training and onboarding new team members, sharing best practices and technical knowledge
QUALIFICATIONS
- 4+ years in technical support, product support, or developer support roles.
- B2B SaaS, technology companies, enterprise software support.
- Zendesk, Jira, Salesforce, API debugging tools, Browser Dev Tools.
- Experience supporting enterprise-level clients with SaaS products.
- SQL, Snowflake, Elastic/Kibana, Data Visualization.
- Experience with Okta, Azure provisioning, SFTP, GitHub, and configuration implementation.
- Familiarity with Python, HTML/CSS, and scripting for debugging and automation.
- Some knowledge of AWS, Linux, and cloud-based infrastructure.Experience handling high-priority customer escalations, leading customer calls, and working with international teams.
- Proven track record of identifying inefficiencies in support processes and contributing to automation or workflow enhancements.
- Involvement in onboarding and mentoring new hires, sharing best practices, and driving team-wide improvements.
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.
This is a full-time hourly role with a pay rate range of $35-$50/Hour.
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.
#LI-AM1
