Technical Support Engineer


Remote job description

Gong unlocks reality to help people and companies reach their full potential. The patented Gong Revenue Intelligence Platform? empowers customer-facing teams to take advantage of their most valuable assets - customer interactions, which the Gong platform automatically captures and analyzes. Gong then delivers insights at scale, empowering revenue and go-to-market teams to determine the best actions for winning outcomes. Thousands of innovative companies like Morningstar Inc., Paychex, LinkedIn, Shopify, Slack, SproutSocial, Twilio, and Zillow trust Gong to power their customer reality. Gong is an award winning company and was recognized on the Inc 5000 (#99), Forbes Cloud 100 (#28), LinkedIn Top Start Ups (#2), and Great Places to Work lists in 2021.

As a Technical Support Engineer (T3), you will troubleshoot, investigate and resolve technical issues reported by our Support group before it involves R&D. You will be part of the support engineering team and act as the focal point for all technical escalations to our R&D. This is an amazing opportunity to work with the world's most advanced companies that utilize a state-of-the-art AI-based system to improve business results, and share success with top-tier engineers solving complex challenges in a high-profile, meteoric-growth, well-funded company


  • Research for the root cause, troubleshoot, and investigate issues using multiple tools, data sets
  • Join efforts with R&D and the PM to provide issue resolutions, workarounds, and implement product features or support tools
  • Work closely with Tier 1+2 support and CS agents to prioritize issues, communicate status, and oversee end-to-end resolution.


  • 5+ years of experience in a B2B customer service/support setting, with a high degree of critical thinking and problem-solving skills.
  • A very good understanding of technical escalation processes and SLA timeframes in web application troubleshooting, and the ability to quickly learn new concepts and products
  • Hands-on experience as Salesforce Administrator (certified Salesforce administrator a plus!)
  • A strong sense of responsibility, ownership, and independence
  • Knowledge of SQL scripting
  • Proven experience with APIs
  • Familiar with at least one of the following: Okta, Rippling, DataDog,
  • Familiar with at least one of these databases: Elastic-Kibana, PostgreSQL, MongoDB
  • Development background or computer science degree

Perks & benefits

  • 100% paid coverage of medical, dental, and vision insurance for employees
  • 401K 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



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, or any other basis protected by law.

Company name: Gong
Remote job title: Technical Support Engineer

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