Technical Support Engineer

Gong.io; Chicago (IL); Remote; USD 86,000 - 98,000; Full time

Job summary

A leading B2B SaaS company in Chicago is seeking a Technical Support Engineer to enhance customer experience through expert-level support. You will troubleshoot complex issues, collaborate with multiple teams, and play a key role in process improvement. Ideal candidates will have 5-10 years in technical support with a strong B2B SaaS background. Competitive salary range of $86,400 - $98,000 is offered along with comprehensive benefits.

Benefits

Medical, dental, and vision plans

Flexible wellness stipend

Mental health benefits

401(k) program

Education and learning stipend

Flexible vacation time

Paid parental leave

Company-wide recharge days

Work from home stipend

Qualifications

• 5-10+ years in technical support, product support, or developer support roles.
• Experience handling high-priority client escalations.
• Proven track record of identifying inefficiencies in support processes.

Responsibilities

• Provide expert-level support and technical guidance.
• Analyze root causes and troubleshoot complex issues.
• Collaborate with cross-functional teams to drive solutions.

Skills

5-10+ years in technical support

Experience with B2B SaaS

Customer engagement

Process improvement expertise

Mentoring and training involvement

Tools

SQL

Elastic/Kibana

Okta

Azure provisioning

Python

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.

As a Technical Support Engineer, you will play a pivotal role in delivering an exceptional customer experience by providing expert-level support and technical guidance. You’ll troubleshoot complex issues with a customer-first mindset, analyze root causes, and collaborate cross-functionally with engineering, product management, sales, and customer success teams to drive solutions. In this fast-paced, SLA-driven environment, you’ll leverage your critical thinking, adaptability, and strong communication skills to resolve challenges efficiently while mentoring teammates and contributing to continuous improvement. Your work will have a direct impact on customer satisfaction, product adoption, and operational efficiency.

RESPONSIBILITIES

Identify inefficiencies in support workflows and contribute to automation, tooling, and documentation enhancements.

Contribute to self-service resources, such as knowledge base articles, FAQs, and technical guides.

Participate in training and onboarding new team members, sharing best practices and technical knowledge.

• Work closely with Engineering, Product, Sales, and Customer Success teams to drive resolution of customer-impacting issues.

Advocate for the Voice of the Customer, providing insights that influence product enhancements, bug fixes, and roadmap priorities.

• Become an expert in Gong’s platform, mastering its features, integrations, and workflows.

Provide deep technical guidance on 3rd party integrations such as telephony systems, web conferencing tools, CRMs, and API-based custom implementations.

Identify and document workarounds and solutions for known issues, helping customers stay productive.

• Serve as a primary point of contact for customer inquiries via Zendesk (& Zoom calls as needed) ensuring timely and high-quality resolution.

Diagnose, troubleshoot, and resolve complex technical issues related to Gong’s product(s), integrations, and APIs.

Maintain a customer-first approach, proactively identifying pain points and advocating for solutions that improve the customer experience.

Escalate critical technical issues to Tier 3 Support and Engineering teams, ensuring clear documentation and effective collaboration.

QUALIFICATIONS

• Years of Experience: 5-10+ years in technical support, product support, or developer support roles.
• Industry Background: B2B SaaS, technology companies, enterprise software support.
• Customer Engagement: Experience handling high-priority client escalations, leading customer calls, and working with international teams.
• Process Improvement: Proven track record of identifying inefficiencies in support processes and contributing to automation or workflow enhancements.
• Mentorship & Training: Involvement in onboarding and mentoring new hires, sharing best practices, and driving team-wide improvements.

TECHNICAL SKILLS

• B2B SaaS Product Expertise: Experience supporting enterprise-level clients with SaaS products.
• Database & Querying: SQL, Snowflake, Elastic/Kibana, Data Visualization.
• System Administration & Integration: Experience with Okta, Azure provisioning, SFTP, GitHub, and configuration implementation.
• Coding & Automation: Familiarity with Python, HTML/CSS, and scripting for debugging and automation.
• Cloud & DevOps Exposure: Some knowledge of AWS, Linux, and cloud-based infrastructure.

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 $86,400 - $98,000 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.

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.