Description
As a Technical Support Engineer on Gong's Tier 3 team, you'll work with advanced companies leveraging AI-driven systems to enhance business performance.
Your role involves deep technical investigation, resolution of complex issues escalated by the Support team, and acting as the main technical liaison with R&D.
Key responsibilities:
- Serve as a subject matter expert (SME) for a specific product area.
- Manage escalations, prioritize issues, and communicate updates to relevant teams.
- Educate and upskill Tier 2 teams by sharing insights and delivering trainings.
- Identify gaps and advocate for or create troubleshooting tooling to equip Support teams.
You'll solve complex technical challenges, perform root cause analysis, and collaborate with R&D and Product Management to drive continuous improvement initiatives.
Requirements:
- 4+ years of B2B technical support experience.
- Strong problem-solving and analytical skills.
- Experience in escalation/incident management and adhering to SLA timelines.
- Web application troubleshooting skills.
- Ability to read and understand code and write occasional scripts.
- Experience with AI tools, SQL scripting, and APIs.
- Familiarity with tools like Coralogix and Datadog.
Gong operates in a flexible hybrid work model.
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