Premium SaaS Technical Support Engineer (Remote)

Gongio

Austin (TX)

On-site

USD 48,216 - 68,880

Full time

14 days+

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Benefits offered by this job

Medical, dental, and vision plans

Wellbeing fund

Mental health benefits

401(k) program

Education & learning stipend

Flexible vacation

Paid parental leave

Recharge days

Work from home stipend

Job summary

Gong is seeking a Technical Support Engineer for our Premium Support team to deliver expert‑level guidance to our largest customers. You will troubleshoot complex issues, analyze root causes, and collaborate with engineering, product, and success teams in a fast‑paced SLA environment.

You will be based in either Austin or New York City, joining a team that values transparency, growth, and impact. The role involves mentoring teammates and driving improvements across processes and documentation.

Qualifications

4+ years in technical support, product support, or developer support roles.
Experience with B2B SaaS and enterprise software support.
Experience supporting enterprise‑level clients with SaaS products.
Proficiency with Zendesk, Jira, Salesforce and API debugging tools.
Familiarity with SQL, Snowflake, Elastic/Kibana and data visualization.

Responsibilities

Serve as primary contact for customer inquiries via Zendesk and calls, ensuring timely resolution.
Diagnose, troubleshoot, and resolve complex technical issues related to Gong’s product and integrations.
Maintain a customer‑first approach and advocate for solutions that improve experience.
Escalate critical issues to Tier 3 support and Engineering with clear documentation.
Become an expert in Gong’s platform and its workflows, including 3rd party integrations.