Technical Support Specialist

7 days ago


Chicago, Illinois, United States Gong Full time
Transform Revenue Organizations with Gong

Gong revolutionizes revenue teams by harnessing customer interactions to boost business efficiency, enhance decision-making, and accelerate growth. Our proprietary AI technology empowers teams to capture, comprehend, and act on all customer interactions within a unified platform.

With over 4,000 global clients, we support go-to-market strategies and drive revenue efficiently. Learn more at www.gong.io.

Your Role in Customer Success

As a Technical Support Engineer, you'll spearhead the Gong customer experience, creating #ravingfans by delivering exceptional, consultative support for our customers. You'll be proactive, innovative, and empowered to resolve customer challenges while thinking strategically to delight them long-term.

About This Opportunity
  • You'll provide top-notch support via email, web, and phone, achieving key performance indicators (KPIs).
  • Mastery of Gong products and expertise in integrating third-party solutions, including telephony systems, web conferencing, Salesforce, and API usage.
  • Collaborate closely with Engineering to triage potential bugs, create test cases, identify workarounds, and keep stakeholders informed throughout the process.
  • This is a close-knit team where everyone has opportunities to represent the Voice of the Customer with Success, Sales, and Product teams to influence priorities, resources, roadmaps, and deliverables.
  • Create innovative resources to equip and educate customers and peers (documentation, training, processes, tools).
Qualifications
  • A seasoned Technical Support Engineer with 2-4 years of experience, eager to exceed expectations and create loyal customers.
  • Excellent verbal and written communication skills, able to translate complex technical concepts for non-technical audiences.
  • Prior experience in B2B SaaS or enterprise software.
  • A self-starter with strong ownership who thrives in a fast-paced, high-growth startup environment.
  • Creative, resourceful, detail-oriented, and well-organized.
  • Demonstrated ability to dive deep and find solutions.
  • Bachelor's degree in a technical field or equivalent hands-on experience.
  • Tech experience with Dialer/Telephony/Web Conferencing platforms like Outreach, Dialpad, Zoom, GoToMeeting, 8x8, Five9.
  • Tech experience in one or more of the following preferred: Salesforce Sales Cloud (1-2 years), API developer support, object-oriented programming languages, or other scripting languages.
Your Benefits
  • We offer a range of medical, dental, and vision plans tailored to fit your needs and those of your family.
  • A wellbeing Fund provides a flexible stipend to support a healthy lifestyle.
  • Mental Health benefits include covered therapy and coaching.
  • A 401(k) program helps you invest in your future.
  • An education and learning stipend for personal growth and development.
  • Flexible vacation time promotes a healthy work-life balance.
  • Paid parental leave supports you and your family.
  • Company-wide recharge days each quarter.
  • A work-from-home stipend to help you succeed remotely.
Compensation Package

$74,700 - $95,000 annual salary, depending on factors such as job-related skills, qualifications, education, experience, and location. In addition to base compensation, the total compensation package may include incentive compensation, bonus, equity, and benefits.



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