Key skills
B2B technical supportweb application troubleshootingSalesforce AdministrationSQL scriptingAPI experienceCoralogixDatadogElastic-KibanaPostgreSQLMongoDBanalytical skillsescalation managementmentoring support teamsproactive attitudecommunication with R&DindependenceGong experienceproblem-solving skillsownershipSQLRAIKibanaSalesforceMentoringProduct ManagementCollaborationCustomer Success
About this role
Gong is a company that harnesses the power of AI to transform how revenue teams win. As a Technical Support Engineer on the Tier 3 team, you will resolve complex technical issues, collaborate with R&D and Product Management, and drive continuous improvement initiatives based on customer feedback.
Responsibilities:
- Perform root cause analysis, troubleshoot, and resolve issues using a variety of tools, datasets, and cross-functional collaboration
- Collaborate with R&D and Product Management to provide solutions, workarounds, and implement product features or support tools to ultimately reduce the need for customers to submit tickets
- Partner with Tier 2 Support and Customer Success teams to prioritize escalations, communicate updates, and drive end-to-end resolution processes
- Educate and upskill Tier 2 teams by sharing insights, documenting learnings, and delivering training to bridge knowledge gaps and improve first-line resolution rates
- Identify gaps and advocate for or create troubleshooting tooling as needed to better equip Support team members in identifying root causes faster and delivering more holistic resolutions as early as possible
Requirements:
- 6-10+ years of B2B technical support experience, demonstrating strong problem-solving and analytical skills
- Proficient in escalation/incident management and adhering to SLA timelines
- Experience in web application troubleshooting with the ability to quickly grasp new technologies and products
- Ability to read and understand code and write occasional scripts to resolve complex customer issues
- Hands-on experience with Salesforce, ideally as a Salesforce Administrator
- Knowledge of SQL scripting and practical experience with APIs
- Familiarity with tools such as Coralogix, Datadog
- Experience working with databases like Elastic-Kibana, PostgreSQL, or MongoDB
- Demonstrated ability to align closely with R&D teams to communicate recurring technical themes and suggest improvements
- Proven track record of mentoring and enabling support teams to improve technical proficiency and resolution capabilities
- Strong sense of ownership, independence, and a proactive 'can-do' attitude
- Experience with Gong is a strong plus!