As a Technical Support Engineer, you'll be at the forefront of the Gong customer experience & create #ravingfans by providing an exceptional & consultative support experience for our customers. Support Engineers are proactive, innovative, and empowered to solve the customer challenges of today, while thinking strategically to delight our customers long term.

NOTE: This position is a hybrid-based role (office 3 days a week and remote)

RESPONSIBILITIES

• Provide an exceptional support experience via email, web and/or phone for our customers using Gong product(s) and achieve core KPIs.
• Master Gong product(s) and provide integration expertise for 3rd party solutions, including: telephony systems, web conferencing, Salesforce, and API usage.
• Build internal relationships and collaborate closely with Engineering to triage potential bugs, build test cases, identify workarounds and keep stakeholders informed every step of the way.
• This is a small team! Everyone has an opportunity 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

• Technical Support Engineer with 2-4 years relevant experience, interested in going above and beyond for customers to create #ravingfans
• Excellent communication skills (verbal and written), and ability to translate complex technical concepts for non-technical audiences
• Previous B2B SaaS or enterprise software experience
• Self-starter with a strong sense of ownership who thrives in a fast-paced, high-growth startup environment
• Creative, resourceful, detail-oriented and well organized
• Proven track record of demonstrated ability to deep dive and find solutions
• College graduate with a technical degree or equivalent hands-on experience
• Technical experience with Dialer/Telephony/Web Conferencing platforms such as Outreach, Dialpad, Zoom, GoToMeeting, 8x8, Five9
• Technical experience in one or more of the following is preferred: Salesforce Sales Cloud (1-2 years), API developer support, object oriented programming languages or other scripting languages.

Gong believes in offering competitive compensation and benefits tailored to the local region. Gong is an equal-opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, colour, religion, age, or any other basis protected by law.

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

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