remote
Technical Support Engineer - Gong.io
Software Engineer
Seeking a Technical Support Engineer to provide exceptional customer support and troubleshoot technical issues for a leading AI-powered revenue intelligence platform. Requires strong problem-solving skills and experience with SaaS environments.
About the role
Key Responsibilities
- Provide timely and effective technical support to customers via various channels (email, chat, phone).
- Diagnose and resolve complex technical issues related to the platform's functionality and integrations.
- Create and maintain technical documentation, including FAQs, knowledge base articles, and troubleshooting guides.
- Collaborate with engineering and product teams to identify and address product bugs and feature requests.
- Escalate critical issues and ensure timely resolution, maintaining high customer satisfaction.
Requirements
- Proven experience in a technical support or customer success role, preferably within a SaaS environment.
- Strong analytical and problem-solving skills with the ability to troubleshoot complex technical problems.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly.
- Familiarity with CRM systems and ticketing platforms.
- Experience with API troubleshooting is a plus.
Skills
customer supportcrm