Global Technical Support Manager (Hybrid, Dublin)

Gong; Dublin; Hybrid; EUR 90,000 - 120,000; Full time

Job summary

Gong is seeking a Manager, Technical Support based in Dublin to lead a multi-tier team across Europe, Asia, and the US. The role focuses on proactive coaching, crisis management, and operational excellence in a fast-paced SaaS environment.

You will mentor TSAs and TSEs, manage escalations, and collaborate with vendor operations to maintain consistent service delivery. This hybrid role requires strong leadership and customer-centric thinking.

Qualifications

• 3+ years managing a Technical Support or similar team in fast-paced B2B SaaS.

Responsibilities

• Lead and grow Dublin-based multi-tier support team (TSAs and TSEs).
• Manage day-to-day escalations with urgency and clear communication.
• Collaborate with vendor operations to align external teams.
• Drive enablement, training, and onboarding programs.
• Recruitment and onboarding of new team members.
• Track KPIs and SLAs and drive improvements.
• Champion process improvements and tooling best practices.

Skills

Leadership

Escalation management

Multi-tier management

Data-driven performance

Global support awareness

Communication

Tooling proficiency

Tools

Salesforce Service Cloud

Zendesk

Job description

Gong is seeking a Manager, Technical Support based in Dublin to lead a multi-tier team across Europe, Asia, and the US. The role focuses on proactive coaching, crisis management, and operational excellence in a fast-paced SaaS environment.

You will mentor TSAs and TSEs, manage escalations, and collaborate with vendor operations to maintain consistent service delivery. This hybrid role requires strong leadership and customer-centric thinking.