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Technical Support Engineer, Tier 2

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Gong

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Location:
United States , Salt Lake City ▼

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

37.50 - 42.79 USD / Hour
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Job Description:

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.

Job Responsibility:

  • 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
  • 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
  • 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
  • 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

Requirements:

  • 4+ 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
  • Support & Troubleshooting Tools: Zendesk, Jira, Salesforce, Glean, API debugging tools, Browser Dev Tools
  • B2B SaaS Product Expertise: Experience supporting enterprise-level clients with SaaS products
  • Technical Literacy: Ability to interpret Python scripts and HTML/CSS structure to identify errors or logic gaps during troubleshooting
  • System Administration & Integration: Experience with Okta, Azure provisioning, SFTP, and configuration implementation
  • Log Analysis & Scripting Logic: Comfortable reading and executing existing scripts to automate diagnostic checks and routine maintenance
  • Web Architecture Support: Foundational understanding of HTML/CSS to assist in diagnosing front-end rendering issues or browser-side errors
  • Infrastructure Awareness: Solid understanding of cloud-based environments and how integrated services (DNS, storage, compute) impact end-user performance
What we offer:
  • 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
  • 15 days of accrued PTO and 8+ days of sick leave annually
  • 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

Additional Information:

Job Posted:
February 18, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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