Technical Account Specialist

Gong is investing in a world-class Premium Support experience and at the heart of that is the Technical Solutions Specialist (TAS). This is not your typical support role. TASs are technical experts with the customer acumen and systems thinking needed to guide enterprise customers through complex, high-impact scenarios.

Unlike a traditional TAM, this role is pooled, not dedicated — but the impact is just as strategic. You’ll work across customers, products, and functions to drive resolution, deliver technical insights, and act as the connective tissue between Gong’s customers and our Product & R&D teams.

What You’ll Do

• Serve as a technical advisor for Gong’s premium customers, offering deep guidance on product capabilities, integration health, and best practices.
• Proactively communicate during major incidents or outages, providing direct customer updates and escalation support.
• Coordinate cross-functionally with Support, Product, R&D, and Security teams to ensure complex issues are unblocked quickly and transparently.
• Provide on-demand guidance during critical customer moments including product rollouts, migrations, and integration changes.
• Own and deliver technical health reviews, including analysis of ticket trends, configuration audits, and recommendations for improvement.
• Support customer asks such as security questionnaires, custom development updates, and 3rd-party integration guidance.
• Help drive internal clarity ensuring roles, responsibilities, and escalation paths are clearly navigated.

What You Bring

• 3–5+ years in a technical customer-facing role (e.g., TSE, TAM, Solutions Engineer, or similar)
• Strong technical acumen and curiosity - able to understand system architecture, APIs, integrations, and troubleshooting workflows
• Excellent communication and customer engagement skills, especially in high-stakes or urgent situations
• Experience working with enterprise customers and cross-functional teams (especially Product and Engineering)
• Proven ability to translate technical details into clear, actionable next steps for non-technical stakeholders
• Comfort operating in a fast-paced, high-growth environment - with a bias for clarity, ownership, and collaboration

PERKS & BENEFITS 

• We offer Gongsters a variety of private health insurance plans, designed to fit you and your family’s needs.
• Wellbeing Fund - flexible wellness stipend to support a healthy lifestyle.
• Mental Health benefits with covered therapy and coaching.
• Education & learning stipend for personal growth and development.
• Flexible vacation time to promote a healthy work-life blend.
• Paid parental leave to support you and your family.
• Company-wide recharge days each quarter.

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Gong recruiting email communications will always come from the @gong.io domain. Any outreach claiming to be from Gong via other sources should be ignored.

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Gong believes in offering competitive compensation and benefits tailored to the local region. Gong is an equal-opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, colour, religion, age, or any other basis protected by 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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