Technical Support Engineer

• As a Technical Support Engineer, you’ll be at the forefront of the Gong customer experience & create #ravingfans by providing an exceptional & consultative support experience for our customers
• Support Engineers are proactive, innovative, and empowered to solve the customer challenges of today, while thinking strategically to delight our customers long term
• Provide an exceptional support experience via email, web and/or phone for our customers using Gong product(s) and achieve core KPIs
• Master Gong product(s) and provide integration expertise for 3rd party solutions, including: telephony systems, web conferencing, Salesforce, and API usage
• Build internal relationships and collaborate closely with Engineering to triage potential bugs, build test cases, identify workarounds and keep stakeholders informed every step of the way
• This is a small team! Everyone has an opportunity to represent the Voice of the Customer with Success, Sales and Product teams to influence priorities, resources, roadmaps and deliverables
• Create innovative resources to equip and educate customers and peers (documentation, training, processes, tools)

Benefits

• Mental health support resources
• Work from home stipend
• Generous vacation days
• Quarterly recharge company shutdowns
• Parental leave
• Employee equity
• Commuter & parking benefits
• Retirement savings
• Training & development programs
• Employee resource groups
• Mentorship opportunities
• Flexible wellness fund- Excellent communication skills (verbal and written), and ability to translate complex technical concepts for non-technical audiences
• Technical experience with Dialer/Telephony/Web Conferencing platforms such as Outreach, Dialpad, Zoom, GoToMeeting, 8x8, Five9
• Technical experience in one or more of the following is preferred: Salesforce Sales Cloud (1-2 years), API developer support, object oriented programming languages or other scripting languages
• Self-starter with a strong sense of ownership who thrives in a fast-paced, high-growth startup environment
• Previous B2B SaaS or enterprise software experience
• College graduate with a technical degree or equivalent hands-on experience
• Proven track record of demonstrated ability to deep dive and find solutions
• Creative, resourceful, detail-oriented and well organized
• Technical Support Engineer with 2-4 years relevant experience, interested in going above and beyond for customers to create #ravingfans