Technical Account Specialist

Gong; Chicago (IL); Remote; USD 99,000 - 132,000; Full time

Benefits offered by this job

Medical, dental, and vision plans

Wellbeing fund

Mental health benefits with therapy/co

401(k) program

Education & learning stipend

Flexible vacation

Paid parental leave

Recharge days

Work from home stipend

Job summary

Gong is hiring a Technical Account Specialist (TAS) to guide Premium and non-Premium customers through complex technical scenarios. You will deliver consultative guidance on product capabilities, integrations, and configuration, while working across Product, R&D, and Customer Success to ensure customer outcomes.

This role emphasizes strategic advisory work, health reviews, and scalable knowledge sharing. You will operate in a fast-paced environment, leverage AI/LLM tools to synthesize

Qualifications

• 3–5+ years in a technical customer-facing role.
• Strong technical acumen with system architecture, APIs and integrations.
• Excellent communication and customer engagement skills.
• Experience with enterprise customers and cross-functional teams.
• Ability to translate technical details into actionable steps for non-technical stakeholders.

Responsibilities

• Serve as a technical advisor for Premium and non-Premium customers on product capabilities, integration health, and configuration.
• Lead time-bound technical advisory engagements from discovery to closure.
• Translate complex technical challenges into customer outcomes and optimize workflows.
• Collaborate with Product, R&D, and Customer Success to distinguish advisory needs from break-fix issues.
• Own and deliver technical health reviews with trend analyses and recommendations.
• Document patterns and contribute to playbooks, enablement, and internal guidance.
• Support customer requests such as security questionnaires and third-party integration guidance.

Skills

Technical customer-facing experience

System architecture

APIs & integrations

Communication

Cross-functional collaboration

AI/LLM tooling

Translate technical details

Fast-paced environment

Tools

AI/LLM tools

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.

Gong is investing in a world-class Premium Support experience, and the Technical Account Specialist (TAS) team is a core extension of that mission. This is not your typical support role. TASs are technical experts with the customer acumen and systems thinking needed to guide customers — Premium and non-Premium alike — through complex, high-impact technical scenarios.

Unlike a traditional TAM, this role is pooled and temporary rather than dedicated — but the impact is just as strategic. You'll work across customers, products, and functions to deliver technical insights, provide consultative best-practice guidance, and act as the connective tissue between Gong's customers and our Product and R&D teams.

What You'll Do

• Serve as a technical advisor for both Premium and non-Premium customers, delivering consultative best-practice guidance on product capabilities, integration health, and configuration — engaging on a temporary, ad-hoc basis rather than owning an ongoing book of business.
• Lead scoped, time-bound technical advisory engagements from discovery through closure: clarifying the customer's objective, gathering relevant examples, aligning stakeholders, documenting recommendations, and confirming outcomes.
• Translate complex technical challenges into customer outcomes by identifying adoption blockers, recommending configuration changes or workarounds, and helping customers optimize high-impact workflows.
• Partner cross-functionally with Customer Success (known as RAs, Revenue Architects, at Gong), Professional Services, Product, and R&D - using sound judgment to distinguish technical advisory needs from break-fix issues, product gaps, and Professional Service-scoped engagements.
• Own and deliver technical health reviews, including analysis of ticket trends, configuration audits, and recommendations for improvement.
• Build and share reusable technical knowledge by documenting patterns, surfacing product and documentation gaps, and contributing to playbooks, enablement, and internal technical guidance.
• Support customer requests such as security questionnaires, custom development updates, and 3rd-party integration guidance.

What You Bring

• 3-5+ years in a technical customer-facing role (e.g., TSE, TAM, Solutions Engineer, or similar)
• Strong technical acumen and curiosity — able to understand system architecture, APIs, integrations, and troubleshooting workflows
• Excellent communication and customer engagement skills, especially in high-stakes or urgent situations
• Experience working with enterprise customers and cross-functional teams (especially Product, Engineering, Customer Success, and Professional Services)
• Proven ability to quickly build credibility and trust with customers without the benefit of an ongoing, dedicated relationship
• Comfort context-switching across a pooled portfolio of customers and shifting priorities, rather than managing a fixed book of business
• Ability to strategically leverage AI/LLM tools to synthesize technical information, accelerate health reviews, and produce clear customer-facing insights at pace
• Proven ability to translate technical details into clear, actionable next steps for non-technical stakeholders
• Comfort operating in a fast-paced, high-growth environment - with a bias for clarity, ownership, and collaboration

Perks & Benefits

• We offer Gongsters a variety of medical, dental, and vision plans, designed to fit you and your family’s needs.
• Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.
• Mental Health benefits with covered therapy and coaching.
• 401(k) program to help you invest in your future.
• Education & learning stipend for personal growth and development.
• Flexible vacation time to promote a healthy work-life blend.
• Paid parental leave to support you and your family.
• Company-wide recharge days each quarter.
• Work from home stipend to help you succeed in a remote environment.

The annual salary hiring range for this position is $99,000 - $132,000 USD.

Compensation is based on factors unique to each candidate, including, but not limited to, job-related skills, qualification, education, experience, and location. At Gong, we have a location-based compensation structure, which means there may be a different range for candidates in other locations. The total compensation package for this position, in addition to base compensation, may include incentive compensation, bonus, equity, and benefits. Some of our sales compensation programs also offer the potential to achieve above targeted earnings for those who exceed their sales targets.

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.

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.