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 on our Tier 3 team, you will have the opportunity to work with the world's most advanced companies that utilize a state-of-the-art AI-based system to improve business results. You will troubleshoot, investigate and resolve technical issues reported by our Support group and act as the focal point for all technical escalations to our R&D department.

RESPONSIBILITIES

• Research for the root cause, troubleshoot, and investigate issues using multiple tools, data sets.
• Join efforts with R&D and the PM to provide issue resolutions, workarounds, and implement product features or support tools.
• Work closely with Tier 1+2 support and CS agents to prioritize issues, communicate status, and oversee end-to-end resolution.
• Dublin based role with three days in the office

QUALIFICATIONS

• 5+ years of experience in a B2B customer service/support setting, with a high degree of critical thinking and problem-solving skills.
• A very good understanding of technical escalation processes and SLA timeframes.
• Experience in web application troubleshooting, and the ability to quickly learn new concepts and products.
• Salesforce experience or hands-on experience as Salesforce Administrator
• A strong sense of responsibility, ownership, and independence as we’re looking for the “can-do” approach.
• Knowledge of SQL scripting
• Proven hands-on experience with API
• Familiar with at least one of the following - Okta, Rippling, DataDog,
• Familiar with at least one of these databases - Elastic-Kibana, PostgreSQL, Mongo DB.
• A passion for working in a team with very strong peers in a hyper-growth environment.
• Experience with Gong as a tool is a plus!

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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