Technical Support Engineer

Gong; Dublin; Remote; EUR 35,000 - 52,000; Full time

Benefits offered by this job

Mental health support resources

Work from home stipend

Generous vacation days

Quarterly recharge company shutdowns

Parental leave

Employee equity

Commuter & parking benefits

Retirement savings

Training & development programs

Employee resource groups

Mentorship opportunities

Flexible wellness fund

Job summary

Gong in Ireland, County Dublin, seeks a Technical Support Engineer to be at the forefront of the customer experience, providing exceptional and consultative support for Gong customers.

You will master Gong products, support via email, web, and phone, and work with engineering to triage bugs, build workarounds, and educate customers with documentation and training in a fast-growing SaaS environment.

Qualifications

• Excellent communication skills (verbal and written) and ability to translate complex concepts for non-technical audiences.
• Technical experience with Dialer/Telephony/Web Conferencing platforms such as Outreach, Dialpad, Zoom, GoToMeeting, 8x8, Five9.
• Self-starter with a strong sense of ownership who thrives in a fast-paced, high-growth startup environment.
• Previous B2B SaaS or enterprise software experience.
• College graduate with a technical degree or equivalent hands-on experience.
• Proven track record of deep-diving to find solutions.

Responsibilities

• Provide an exceptional support experience via email, web and/or phone for Gong customers.
• Master Gong products and provide integration expertise for 3rd party solutions including Salesforce and APIs.
• Collaborate with Engineering to triage bugs, build test cases, and communicate status to stakeholders.
• Create and share resources (documentation, training, processes, tools) to educate customers and peers.
• Represent the Voice of the Customer with Success, Sales and Product teams to influence roadmaps and priorities.

Skills

Communication skills

Technical knowledge

B2B SaaS experience

Ownership mindset

Education

College degree or equivalent

Tools

Outreach

Dialpad

Zoom

GoToMeeting

8x8

Five9

Job description

• 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
• 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)

Benefits

• Mental health support resources
• Work from home stipend
• Generous vacation days
• Quarterly recharge company shutdowns
• Parental leave
• Employee equity
• Commuter & parking benefits
• Retirement savings
• Training & development programs
• Employee resource groups
• Mentorship opportunities
• Flexible wellness fund

Excellent communication skills (verbal and written), and ability to translate complex technical concepts for non-technical audiences

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

Self-starter with a strong sense of ownership who thrives in a fast-paced, high-growth startup environment

Previous B2B SaaS or enterprise software experience

College graduate with a technical degree or equivalent hands-on experience

Proven track record of demonstrated ability to deep dive and find solutions

Creative, resourceful, detail-oriented and well organized

Technical Support Engineer with 2-4 years relevant experience, interested in going above and beyond for customers to create #ravingfans