Technical Support Engineer Tier 3

As a Technical Support Engineer on our Tier 3 team, you'll work with some of the most advanced companies leveraging cutting-edge AI-driven systems to enhance business performance. Your role involves deep technical investigation, resolution of complex issues escalated by the Support team, and acting as the main technical liaison with R&D. You'll play a critical role in identifying recurring issues and driving continuous improvement initiatives in collaboration with R&D and Product Management through leveraging customer feedback and data across the Support team.

You’ll Own:

• Subject Matter Expertise: Serving as a dedicated subject matter expert (SME) for a specific product area and owning it end-to-end.
• Escalation Management: Partnering with Tier 2 Support and Customer Success teams to prioritize escalations, communicate updates, and drive end-to-end resolution processes.
• Team Enablement: Educating and upskilling Tier 2 teams by sharing insights, documenting learnings, and delivering trainings to bridge knowledge gaps and improve first-line resolution rates.
• Support Tooling: Identifying gaps and advocating for, or creating troubleshooting tooling as needed, to better equip Support team members in identifying root causes faster and delivering more holistic resolutions as early as possible.

You’ll Solve:

• Complex Troubleshooting: Performing root cause analysis, troubleshooting, and resolving issues using a variety of tools, datasets, and cross-functional collaboration.
• Recurring Technical Challenges: Aligning closely with R&D teams to communicate recurring technical themes and suggesting improvements.
• Customer Obstacles: Reading and understanding code and writing occasional scripts to resolve complex customer issues.

You’ll Impact:

• Product Quality & Supportability: Collaborating with R&D and Product Management to provide solutions and workarounds, and to implement product features or support tools that ultimately reduce the need for customers to submit tickets.
• Support Team Proficiency: Mentoring and enabling support teams to improve technical proficiency and resolution capabilities.

How You’ll Succeed Here:

• 4+ years of B2B technical support experience, demonstrating strong problem-solving and analytical skills.
• Proficient in escalation/incident management and adhering to SLA timelines.
• Experience in web application troubleshooting with the ability to quickly grasp new technologies and products.
• Ability to read and understand code and write occasional scripts to resolve complex customer issues.
• Experience with AI tools as a builder, specifically Claude Code.
• Knowledge of SQL scripting and practical experience with APIs.
• Familiarity with tools such as Coralogix, Datadog.
• Demonstrated ability to align closely with R&D teams to communicate recurring technical themes and suggest improvements.
• Proven track record of mentoring and enabling support teams to improve technical proficiency and resolution capabilities.
• Experience with Gong is a strong plus!

*We operate in a flexible hybrid work model.

If you are curious to discover Gong's wonderful and challenging world, what are you waiting for? Don’t delay - fill in your application details. Who knows, maybe there’s a Gongster in you!

We encourage our employees to express their personality and identity (whether gender, ethnic, religious, or sexual), and we ensure fairness and equal opportunities. We follow a hybrid working model that combines working from home, on the go, or at the office. This allows us: flexibility, autonomy, positive work relationships, and effective work habits. If these considerations are important to you when choosing a workplace, we'd love to see you with us. To review Gong's privacy policy, visit www.gong.io/privacy-policy/ for more details.