Technical Support Engineer, Tier 2 Job at Gong (Salt Lake City)

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

Gong - All Job Offers