This job has expired

This position was posted on October 3, 2025 and is likely no longer accepting applications. We've kept it here for historical reference. Check out the similar jobs below!

Technical Support Engineer

Gong.io Ltd.

Job Overview

Location

Oregon, USA

Job Type

Full-time

Full Job Description

📋 Description

• Own the end-to-end technical support experience for Gong’s rapidly growing customer base, acting as the primary point of contact for complex product questions, integration challenges, and performance issues across web, mobile, and telephony environments.
• Diagnose and resolve escalated tickets that span APIs, SSO/SAML, CRM syncs (Salesforce, HubSpot, Microsoft Dynamics), telephony systems (Twilio, Zoom Phone, RingCentral), and data-privacy configurations, ensuring every interaction reflects Gong’s reputation for world-class customer obsession.
• Partner closely with Engineering, Product, and Customer Success teams to reproduce edge-case bugs, craft detailed Jira tickets, and shepherd fixes through QA and release cycles—turning customer pain points into product improvements that benefit 4,500+ companies.
• Build and maintain an internal knowledge base of runbooks, troubleshooting scripts, and diagnostic tools that reduce mean-time-to-resolution (MTTR) by 30 % within your first year, while also contributing articles to Gong’s public-facing Help Center.
• Deliver white-glove onboarding support for enterprise deployments involving custom data residency, IP whitelisting, and sandbox environments, ensuring security and compliance teams feel confident expanding Gong across global subsidiaries.
• Serve as a technical mentor to Tier-1 support reps, running weekly “case-clinic” sessions and creating bite-sized Loom videos that upskill the broader team on advanced SQL queries, JSON log parsing, and Linux performance monitoring.
• Monitor real-time system health via Datadog, PagerDuty, and Gong’s internal telemetry dashboards, proactively alerting customers to potential call-capture failures or transcription latency before they notice an impact.
• Influence the roadmap by packaging customer feedback into quarterly “Voice of Support” reports that quantify top friction areas, helping Product prioritize features like bulk-data redaction, custom vocabulary tuning, and regional storage options.
• Participate in a follow-the-sun on-call rotation (one week in six) where you’ll triage severity-1 incidents, coordinate war-room bridges, and author post-mortems that emphasize blameless learning and continuous improvement.
• Champion data-driven support: build Looker dashboards that correlate ticket volume with release cadence, customer health scores, and renewal likelihood—transforming reactive support into predictive customer success.

🎯 Requirements

• 3+ years in a technical support, solutions engineering, or DevOps role supporting SaaS products at scale.
• Hands-on experience with REST APIs, JSON, and SQL; ability to read Python or Java logs to pinpoint root cause.
• Familiarity with CRM and telephony integrations (Salesforce, HubSpot, Dynamics, Twilio, Zoom, RingCentral).
• Nice-to-have: AWS or GCP fundamentals, SSO/SAML troubleshooting, and basic Linux administration.

🏖️ Benefits

• Remote-first culture with quarterly off-sites in destinations like Lisbon, Austin, and Tel Aviv.
• $1,500 annual professional-development stipend plus free access to Udemy, O’Reilly, and internal Gong Academy.
• Comprehensive health, dental, and vision coverage for you and 90 % subsidized for dependents.
• 20 days PTO, 10 company holidays, and a “Gong Gives Back” volunteer week each year.

Skills & Technologies

Remote

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

Gong.io Ltd.

Visit Website

About Gong.io Ltd.

Gong.io provides a revenue intelligence platform that captures and analyzes customer interactions across phone, email, and web conferencing. The company uses AI to transcribe conversations, extract insights, and guide sales teams on deal risks, market trends, and coaching opportunities. Founded in 2015, Gong.io serves B2B sales organizations seeking data-driven strategies to improve forecasting accuracy, shorten sales cycles, and increase win rates.

View Company Profile