Manager, Technical Support

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 harnesses the power of AI to transform how revenue teams win. The Gong Revenue AI Operating System unifies data, insights, and workflows into a single, trusted system that observes, guides, and acts alongside the world’s most successful revenue teams. Powered by the Gong Revenue Graph, AI-powered intelligence, specialized agents, and trusted applications, Gong helps more than 5,000 companies around the world deeply understand their teams and customers, automate critical sales workflows, and close more deals with less effort. For more information, visit www.gong.io.

At Gong, you will join a company built on innovative products, ambitious goals, and passionate people. We are shaping the future of revenue intelligence and we want people who are excited to build what comes next. You will work with a team that dreams big, moves fast, and cares deeply about the craft and about each other. Here, transparency and trust are core to how we operate, and every person has the opportunity to make a visible impact. If you want to grow, stretch, and do work that truly matters, Gong is the place to do the best work of your career.

As a Manager, Technical Support based in our Dublin hub, you will be at the forefront of the Gong leadership experience, enabling your team to create #ravingfans by providing an exceptional and consultative support experience for our global customer base. You will empower your team to be proactive, innovative, and strategic problem-solvers in a fast-paced, high-volume environment. This role is about more than just managing queues; it's about building a scalable function that delights customers long-term, supporting our external vendor operations, and achieving operational excellence across diverse tiers of technical support.

THE ROLE

We are looking for an experienced, dynamic, and resilient Manager, Technical Support to lead and grow our support team based in Dublin. This role is perfect for a proven leader who thrives in a fast-paced, hyper-growth SaaS environment and is passionate about team development, hands‑on crisis management, and operational excellence.

In this role, you will manage a multi‑tiered team consisting of both Technical Support Associates (TSAs) and Technical Support Engineers (TSEs) who are on the front lines, helping our customers across Europe, Asia, and the US maximize the value of the Gong Revenue AI Platform. You will be comfortable navigating ambiguity and managing day‑to‑day customer escalations in real time. Additionally, you will support our external vendor operations on an as‑needed basis to ensure seamless day‑to‑day workflow alignment and consistent service delivery.

Work Model: This is a hybrid role, requiring 3 days a week in our Dublin office.

Responsibilities

• Own Team Culture: Cultivate a high‑energy, positive, and accountable team environment that thrives under pressure, focuses on continuous improvement, and delivers exceptional customer results globally.
• Mentor and Develop a Multi‑Tiered Team: Directly manage, coach, and motivate both Technical Support Associates and Technical Support Engineers, tailoring your leadership style to foster growth from entry‑level troubleshooting to complex technical engineering.
• Day‑to‑Day Escalation Management: Serve as the frontline escalation point, managing high‑priority customer escalations on a daily basis with tact, urgency, and clear communication to ensure swift and satisfactory resolution.
• Vendor Operations Support: Act as a collaborative point of contact to support our vendor partners as needed, ensuring external teams are aligned with Gong's internal workflows, quality standards, and culture.
• Champion Technical Enablement & Training: Play a collaborative role in supporting our team's enablement programs. You will be crucial in ensuring that onboarding and ongoing training are effective, helping your team rapidly build deep product and technical expertise.
• Recruitment and Onboarding: Actively participate in recruiting, interviewing, and hiring new TSAs and TSEs to quickly scale our Dublin‑based hub while maintaining a high talent bar.
• Drive Global Operational Excellence: Track, manage, and hold your internal team accountable to high performance against our global support organization's KPIs and SLAs (e.g., CSAT, First Touch Resolution, Time to Resolution) in a fast‑moving environment.
• Process Optimization: Champion process improvements and tool best practices to increase team productivity and enhance the overall customer support experience.

Required Qualifications

• 3+ years of experience managing a Technical Support, Customer Success, or similar customer‑facing team within a fast‑paced B2B SaaS environment
• Proven Escalation Handling: Demonstrated experience managing and resolving critical, time‑sensitive customer escalations on a day‑to‑day basis while maintaining composure and professionalism.
• Multi‑Tier Management Experience: Proven success leading teams that comprise both tier‑1 frontline support (Associates) and higher‑tier technical support (Engineers).
• Data‑Driven Performance Accountability: Proficiency in analyzing support metrics (SLAs, KPIs, CSAT, trend analysis) to diagnose performance gaps and hold individual contributors accountable to global organization standards.
• Global Support Awareness: Proven ability to manage and motivate a team in a fast‑paced, high‑volume environment supporting a diverse, global customer base across regions like Europe, Asia, and the US.
• Communication Skills: Exceptional written and verbal communication skills, with the ability to articulate complex technical concepts and provide candid, constructive feedback.
• Tooling: Proficiency with modern support platforms (e.g., Salesforce Service Cloud, Zendesk, etc.).

Bonus Qualifications

• Experience interfacing with, coaching, or supporting external vendor operations or outsourced support workflows.
• Experience with Gong’s platform and products.
• Technical familiarity with common Gong integrations (e.g., CRM systems like Salesforce, telephony platforms like Zoom/Dialpad, or APIs).

Gong is an equal‑opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, military status, genetic information, or any other basis protected by applicable law.

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