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Gong is seeking a Technical Support Engineer for its Tier 3 support team in Tel Aviv. In this role, you will serve as a subject matter expert (SME) for a specific product area within Gong's Revenue AI Operating System, handling deep technical investigations and complex issue resolution escalated from the support team.
Key Responsibilities:
- Own end-to-end technical expertise for a designated product area, serving as the primary technical liaison between Support, Customer Success, and R&D teams.
- Manage escalations by partnering with Tier 2 Support and Customer Success teams to prioritize, communicate updates, and drive resolution processes.
- Enable and upskill Tier 2 teams through knowledge sharing, documentation, training delivery, and mentoring to improve first-line resolution rates.
- Identify gaps in support tooling and advocate for or create troubleshooting tools to help the support team identify root causes faster.
- Perform complex root cause analysis and troubleshooting using various tools, datasets, and cross-functional collaboration.
- Address recurring technical challenges by aligning with R&D to communicate themes and suggest product improvements.
- Read and understand code, write occasional scripts, and leverage AI tools to resolve complex customer issues.
- Collaborate with R&D and Product Management to implement product features or support tools that reduce ticket volume and improve customer experience.
Requirements:
- 4+ years of B2B technical support experience with strong problem-solving and analytical skills.
- Proficiency in escalation and incident management with ability to adhere to SLA timelines.
- Experience troubleshooting web applications with ability to quickly learn new technologies and products.
- Ability to read and understand code and write occasional scripts to resolve complex issues.
- Experience with AI tools as a builder, specifically Claude Code.
- Knowledge of SQL scripting and practical API experience.
- Familiarity with monitoring and observability tools such as Coralogix and Datadog.
- Demonstrated ability to align 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.
- Experience with Gong is a strong plus.
The company operates a flexible hybrid work model.
