Technical Support Engineer Tier 3 - Gong.io

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. 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. 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. 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!

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. 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. 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. 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!

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. 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. 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. 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!