Technical Support Engineer (Premium Team)

Technical Support Engineer (Premium Team) Austin | New York City Gong harnesses the power of AI to transform how revenue teams win. The Gong Revenue AI Operating System unifies data, insights, and workflows into a single, trusted system that observes, guides, and acts alongside the world’s most successful revenue teams. Powered by the Gong Revenue Graph, AI‑powered intelligence, specialized agents, and trusted applications, Gong helps more than 5,000 companies around the world deeply understand their teams and customers, automate critical sales workflows, and close more deals with less effort. 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. 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. Experience in B2B SaaS, technology companies, or enterprise software support. Experience supporting enterprise‑level clients with SaaS products. 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 Variety of medical, dental, and vision plans. Wellbeing Fund – flexible wellness stipend. Mental health benefits with covered therapy and coaching. 401(k) program. Education & learning stipend. Flexible vacation time. Paid parental leave. Company‑wide recharge days each quarter. Work from home stipend. This is a full‑time hourly role with a pay rate range of $35‑$50 per hour. Compensation is based on factors unique to each candidate, including, but not limited to, job‑related skills, qualification, education, experience, and location. Additional benefits may include incentive compensation and bonus. We are an equal‑opportunity employer. We 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. #J-18808-Ljbffr