Technical Support Engineer

As a Technical Support Engineer at Gong, your primary responsibilities involve serving as a key point of contact for customer inquiries through Zendesk and sometimes Zoom calls. You'll diagnose and troubleshoot complex technical issues related to Gong's products and integrations, maintaining a strong customer-first approach. Additionally, you’ll collaborate with cross-functional teams to escalate critical issues and advocate for product improvements that enhance the customer experience.

To apply for the Technical Support Engineer role at Gong, candidates typically need 5-10 years of experience in technical support or a related field, preferably within B2B SaaS. Proficiency in troubleshooting tools like Zendesk and Jira, as well as experience with SQL, integrations, and debugging tools, is essential. A relevant degree in Computer Science or a similar field, along with strong communication skills, is highly valued.

At Gong, professional development is a priority. Technical Support Engineers have access to an education stipend for continuous learning and growth. Additionally, you'll participate in training sessions and onboarding new team members, fostering a culture of knowledge sharing. This ensures that you'll regularly enhance your skills while contributing to the growth of your colleagues as well.

As a Technical Support Engineer at Gong, you’ll work with a robust set of tools and technologies. Key tools include Zendesk for customer inquiries, SQL for data troubleshooting, and various debugging tools. Familiarity with CRM platforms, API integrations, and scripting languages like Python can enhance your effectiveness in this role, allowing you to provide comprehensive support to our clients.

Gong offers an array of benefits to Technical Support Engineers, such as comprehensive medical, dental, and vision plans, a flexible wellbeing fund, and mental health support including covered therapy sessions. Other perks include a 401(k) retirement plan, flexible vacation time, paid parental leave, and a work-from-home stipend, all designed to ensure a balanced work-life experience.

When handling multiple inquiries, prioritization is key. I assess the urgency and complexity of each issue, addressing high-priority requests first while ensuring timely responses to all customers. Effective communication and documentation help manage expectations and provide clear updates to clients as I work on resolving their issues.

In a previous position, I encountered a complex integration issue between our SaaS product and a client's CRM system. After thorough investigation, I identified a misconfiguration in the API settings. By collaborating closely with the client and my engineering team, I guided them through the necessary adjustments, ultimately resulting in a smooth integration and a very satisfied customer.

I regularly follow industry blogs, attend webinars, and participate in online communities relevant to B2B SaaS technologies. Additionally, I dedicate time each week to explore new tools and trends, which helps me not only stay current but also enhances my technical acumen and ability to provide high-quality support.

When facing conflict, I remain calm and empathetic, allowing the customer to express their concerns fully. I confirm my understanding of their issue, assure them I’m here to help, and work collaboratively to find a solution. Taking ownership and providing timely follow-ups demonstrates my commitment and can often help defuse tension.

Documentation is vital in technical support for several reasons. It helps in maintaining consistency when addressing similar issues, serves as a knowledge base for new team members, and provides transparency for both team members and customers. I ensure that each resolution is documented accurately to assist not just my future self but the entire team.

I take a hands-on approach when training new team members, starting with the fundamentals of our systems and processes. I encourage shadowing during support calls, followed by role-playing scenarios to practice resolving common issues. I also share best practices and promote open communication, ensuring that they feel supported throughout the training.

SQL is a powerful tool that I utilize for querying databases to perform investigations into customer data issues. Whether it’s checking for patterns in data anomalies or retrieving necessary logs, SQL allows me to streamline my troubleshooting process effectively, ensuring accurate and efficient support for our customers.

To enhance the customer experience, I focus on proactive communication, providing timely updates on issue resolution status. I advocate for the customer's voice within the company, sharing insights from our interactions to influence product improvements. I also contribute to self-service resources, empowering customers to troubleshoot basic issues on their own.

When faced with tight deadlines, I employ a prioritization framework to assess which tasks have the highest impact. I list out all tasks, evaluate their urgency and complexity, and then tackle them in order of importance. Effective time management and delegation when necessary helps ensure that I meet deadlines without compromising quality.

My motivation in technical support comes from the satisfaction of helping others and solving complex problems. I find great fulfillment in making customers' lives easier and witnessing their success as a result of my assistance. The dynamic nature of this role, combined with continuous learning opportunities, keeps me engaged and inspired.