Technical Support Engineer, Tier 3

Gong; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading technology company in Singapore is seeking a Technical Support Engineer - Tier 3 to enhance productivity and drive revenue growth. The ideal candidate will have extensive experience in B2B technical support, proficiency in Salesforce, and strong problem-solving skills. This role requires collaboration with various teams to troubleshoot issues and improve customer satisfaction. Join us to contribute to a culture of diversity and inclusion.

Qualifications

• 6-10+ years of B2B technical support experience, demonstrating strong problem-solving and analytical skills.
• Proficient in escalation/incident management and adhering to SLA timelines.
• Experience in web application troubleshooting with the ability to quickly grasp new technologies and products.
• Ability to read and understand code and write occasional scripts.
• Hands-on experience with Salesforce, ideally as a Salesforce Administrator.
• Knowledge of SQL scripting and practical experience with APIs.
• Familiarity with tools such as Coralogix and Datadog.
• Experience working with databases like Elastic-Kibana, PostgreSQL, or MongoDB.
• Demonstrated ability to align closely with R&D teams to communicate recurring technical themes.
• Proven track record of mentoring and enabling support teams.

Responsibilities

• Perform root cause analysis, troubleshoot, and resolve issues using various tools and datasets.
• Collaborate with R&D and Product Management to provide solutions and workarounds.
• Partner with Tier 2 Support and Customer Success teams to prioritize escalations.
• Educate and upskill Tier 2 teams by sharing insights and delivering training.
• Identify gaps and advocate for troubleshooting tooling as needed.

Skills

B2B technical support experience

Problem-solving skills

Analytical skills

Escalation/incident management

Web application troubleshooting

Code reading and scripting

Salesforce proficiency

SQL scripting

API knowledge

Familiarity with Coralogix and Datadog

Database experience

Mentoring capabilities

Proactive attitude

Tools

Salesforce

Elastic-Kibana

PostgreSQL

MongoDB

Job description

Gong empowers everyone in revenue teams to improve productivity, increase predictability, and drive revenue growth by deeply understanding customers and business trends; driving impactful decisions and actions. The Gong Revenue AI Platform captures and contextualizes customer interactions, surfaces insights and predictions, and powers actions and workflows that are essential for business success. More than 4,500 companies around the world rely on Gong to unlock their revenue potential. For more information, visit www.gong.io .

Technical Support Engineer - Tier 3

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Gong recruiting email communications will always come from the @gong.io domain. Any outreach claiming to be from Gong via other sources should be ignored.

Responsibilities

• Perform root cause analysis, troubleshoot, and resolve issues using a variety of tools, datasets, and cross-functional collaboration
• Collaborate with R&D and Product Management to provide solutions, workarounds, and implement product features or support tools to ultimately reduce the need for customers to submit tickets
• Partner with Tier 2 Support and Customer Success teams to prioritize escalations, communicate updates, and drive end-to-end resolution processes
• Educate and upskill Tier 2 teams by sharing insights, documenting learnings, and delivering training to bridge knowledge gaps and improve first-line resolution rates
• Identify gaps and advocate for or create troubleshooting tooling as needed to better equip Support team members in identifying root causes faster and delivering more holistic resolutions as early as possible

Qualifications

• 6-10+ years of B2B technical support experience, demonstrating strong problem-solving and analytical skills.
• Proficient in escalation/incident management and adhering to SLA timelines.
• Experience in web application troubleshooting with the ability to quickly grasp new technologies and products.
• Ability to read and understand code and write occasional scripts to resolve complex customer issues.
• Hands‑on experience with Salesforce, ideally as a Salesforce Administrator.
• Knowledge of SQL scripting and practical experience with APIs.
• Familiarity with tools such as Coralogix, Datadog.
• Experience working with databases like Elastic‑Kibana, PostgreSQL, or MongoDB.
• Demonstrated ability to align closely with R&D teams to communicate recurring technical themes and suggest improvements.
• Proven track record of mentoring and enabling support teams to improve technical proficiency and resolution capabilities.
• Strong sense of ownership, independence, and a proactive "can-do" attitude.
• Experience with Gong is a strong plus!

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.