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Technical Support Engineer

Gong

Gong

IT, Customer Service
Salt Lake City, UT, USA
Posted on Thursday, March 28, 2024

Gong transforms revenue organizations by harnessing customer interactions to increase business efficiency, improve decision-making and accelerate revenue growth. The Revenue Intelligence Platform uses proprietary artificial intelligence technology to enable teams to capture, understand and act on all customer interactions in a single, integrated platform. More than 4,000 companies around the world rely on Gong to support their go-to-market strategies and grow revenue efficiently. For more information, visit www.gong.io.

As a Technical Support Engineer, you’ll be at the forefront of the Gong customer experience & create #ravingfans by providing an exceptional & consultative support experience for our customers. Support Engineers are proactive, innovative, and empowered to solve the customer challenges of today, while thinking strategically to delight our customers long term. We are seeking someone located near our Salt Lake City hub.

RESPONSIBILITIES

  • Provide an exceptional support experience via email, web and/or phone for our customers using Gong product(s) and achieve core KPIs.
  • Master Gong product(s) and provide integration expertise for 3rd party solutions, including: telephony systems, web conferencing, Salesforce, and API usage.
  • Build internal relationships and collaborate closely with Engineering to triage potential bugs, build test cases, identify workarounds and keep stakeholders informed every step of the way.
  • This is a small team! Everyone has an opportunity to represent the Voice of the Customer with Success, Sales and Product teams to influence priorities, resources, roadmaps and deliverables.
  • Create innovative resources to equip and educate customers and peers (documentation, training, processes, tools).
QUALIFICATIONS
  • Experienced Technical Support Engineer (2-4 years of experience) interested in going above and beyond for customers to create #ravingfans
  • Excellent communication skills (verbal and written), and ability to translate complex technical concepts for non-technical audiences
  • Previous B2B SaaS or enterprise software experience
  • Self-starter with a strong sense of ownership who thrives in a fast-paced, high-growth startup environment
  • Creative, resourceful, detail-oriented and well organized
  • Proven track record of demonstrated ability to deep dive and find solutions
  • Technical experience with Dialer/Telephony/Web Conferencing platforms such as Outreach, Dialpad, Zoom, GoToMeeting, 8x8, Five9
  • Technical experience in one or more of the following is preferred: Salesforce Sales Cloud (1-2 years), API developer support, object oriented programming languages or other scripting languages.
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 $73,800-$86,400 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 are always looking for outstanding Gongsters! So if this sounds like something that interests you regardless of compensation, please reach out. We may have more roles for you to consider and would love to connect.

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.

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