R&D Support Engineer

Gong is one of Israel's most valued private software companies. Our solution uses machine learning and AI to automate big parts of customer-facing roles. Over 3000 innovative companies like Google, Amazon, AT&T, Linkedin, Novartis, Appsflyer, Monday, Walkme, Taboola, trust Gong to power their customer reality.

At Gong, we're building new-generation, machine-learning based software that automates big parts of customer-facing roles by "understanding" their conversations and related work.

• Our solution guides sales professionals, coaches them on how to become better, performs tasks for them, and directs them to the best actions.
• Gong is seeking a highly motivated R&D support engineer to join a development team helping to better serve our customer needs and make them raving fans.
• If you are someone with a passion for analyzing, debugging and solving complex problems for high profile tech companies, you may be the one!

You will:

• Work closely with our support and Go-To-Market teams, driving success for R&D's efforts to meet their needs.
• Use your Java, database, and web API skills to troubleshoot, solve, and fix critical customer technical escalations.
• Identify root causes, propose improvements and fixes, and develop new debugging and troubleshooting tools, all as part of the R&D team.
• Champion support, troubleshooting and observability initiatives inside the R&D team.
• Be the team ambassador for great customer satisfaction, what we call Raving Fans!

You have:

• Experience in Java (or similar language)
• Degree in computer science or similar - advantage
• Tech-oriented: Experience in IT, R&D, or QA - a strong advantage
• Experience and knowledge in the following fields - advantage
• SQL and relational databases - understanding complex queries
• REST API writing, executing, and troubleshooting
• Monitoring and debugging tools (for example, Kibana, DataDog Sentry)
• Strong verbal and written communication skills (English)
• Able to communicate complex problems inside and outside the team
• Understand how to tailor communications based on the audience (customers, 3rd parties, support, R&D)
• Highly analytic skills with excellent problem-solving ability
• Strong sense of urgency and ownership
• High customer and service orientation
• Here at Gong, we like to encourage our employees to express their personality and identity (whether gender, ethnic, religious, or sexual), and we ensure fairness and equal opportunities.
• If this consideration is important to you when choosing a work place, we'd love to see you with us.