Technical Support Engineer — Create Raving Fans (Remote)

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

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.