Technical Support Engineer, Tier 3

Gong transforms revenue organizations by harnessing customer interactions to increase business efficiency, improve decision-making and accelerate revenue growth. The Revenue Intelligence Platform uses proprietary artificial intelligence technology to enable teams to capture, understand and act on all customer interactions in a single, integrated platform. More than 4,000 companies around the world rely on Gong to support their go-to-market strategies and grow revenue efficiently. For more information, visit www.gong.io.

As a Technical Support Engineer on our Tier 3 team, you will have the opportunity to work with the world's most advanced companies that utilize a state-of-the-art AI-based system to improve business results. You will troubleshoot, investigate and resolve technical issues reported by our Support group and act as the focal point for all technical escalations to our R&D department.

Please note, we are seeking someone for this role that is based in eastern standard time or pacific standard time.

RESPONSIBILITIES

• 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.

QUALIFICATIONS

• 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.
  
• Experience in web application troubleshooting, and the ability to quickly learn new concepts and products.
  
• Hands-on experience as Salesforce Administrator (Certified Salesforce Administrator - huge advantage)
  
• A strong sense of responsibility, ownership, and independence as we’re looking for the “can-do” approach.
  
• Knowledge of SQL scripting
  
• Proven hands-on experience with API
  
• Familiar with at least one of the following - Okta, Rippling, DataDog,
  
• Familiar with at least one of these databases - Elastic-Kibana, PostgreSQL, Mongo DB.
  
• Development background / Computer Science degree - MUST
  
• A passion for working in a team with very strong peers in a hyper-growth environment.
  
• Experience with Gong as a tool is a plus!

PERKS & 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.
• 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.
• Work from home stipend to help you succeed in a remote environment.

The annual salary hiring range for this position is $106,000-$157,000.

Compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualification, education, experience, and location. At Gong, we have a location-based compensation structure, which means there may be a different range for candidates in other locations. The total compensation package for this position, in addition to base compensation, may include incentive compensation, bonus, equity, and benefits. Some of our sales compensation programs also offer the potential to achieve above targeted earnings for those who exceed their sales targets.

We are always looking for outstanding Gongsters! So if this sounds like something that interests you regardless of compensation, please reach out. We may have more roles for you to consider and would love to connect.

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Gong recruiting email communications will always come from the @gong.io domain. Any outreach claiming to be from Gong via other sources should be ignored.

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, sex, sexual orientation, gender identity, national origin, disability, military status, genetic information, or any other basis protected by applicable law.

To review Gong's privacy policy, visit https://www.gong.io/gong-io-job-candidates-privacy-notice/ for more details.