Gong · 10 hours ago
Technical Support Engineer, Tier 2
San Francisco, CA
Full-time
Hybrid
Mid Level
$39/hr - $47/hr
4+ years expGong is a company that leverages AI to enhance revenue team performance through its innovative products. The Technical Support Engineer will provide expert-level support, troubleshoot complex issues, and collaborate with various teams to improve customer satisfaction and product adoption.
Artificial Intelligence (AI)CRMEnterprise SoftwareInformation TechnologyMachine LearningSalesSoftware
Responsibilities
Serve as a primary point of contact for customer inquiries via Zendesk (& Zoom calls as needed) 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
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
Qualification
Required
4+ years in technical support, product support, or developer support roles
Industry Background: B2B SaaS, technology companies, enterprise software support
Customer Engagement: Experience handling high-priority client escalations, leading customer calls, and working with international teams
Process Improvement: Proven track record of identifying inefficiencies in support processes and contributing to automation or workflow enhancements
Mentorship & Training: Involvement in onboarding and mentoring new hires, sharing best practices, and driving team-wide improvements
Support & Troubleshooting Tools: Zendesk, Jira, Salesforce, Glean, API debugging tools, Browser Dev Tools
B2B SaaS Product Expertise: Experience supporting enterprise-level clients with SaaS products
Technical Literacy: Ability to interpret Python scripts and HTML/CSS structure to identify errors or logic gaps during troubleshooting
System Administration & Integration: Experience with Okta, Azure provisioning, SFTP, and configuration implementation
Log Analysis & Scripting Logic: Comfortable reading and executing existing scripts to automate diagnostic checks and routine maintenance
Web Architecture Support: Foundational understanding of HTML/CSS to assist in diagnosing front-end rendering issues or browser-side errors
Infrastructure Awareness: Solid understanding of cloud-based environments and how integrated services (DNS, storage, compute) impact end-user performance
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.
15 days of accrued PTO and 8+ days of sick leave annually
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.
Company
Gong
Gong is a technology company that offers a revenue intelligence platform using AI to analyze customer interactions.
1001-5000 employees
H1B Sponsorship
Gong has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (4)
2023 (2)
2022 (4)
2021 (4)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$583MKey Investors
Franklin TempletonCoatueSequoia Capital
2022-07-01Secondary Market
2021-06-03Series E· $250M
2020-08-12Series D· $200M
Leadership Team
Amit Bendov
CEO and Co-Founder
Kelly Wright
President and COO
Recent News
Index Ventures
2025-12-15
Company data provided by crunchbase