Manager, Technical Support Engineer - Tier 3

Manager, Technical Support Engineer - Tier 3

As a Manager, Technical Support Engineer - Tier 3, you will:

• Lead and Mentor: Manage and develop a global team of highly skilled Tier 3 Technical Support Engineers. You will provide technical mentorship and performance feedback to ensure your team's continued growth and success.
• Drive Technical Resolution: Oversee daily operations, ensuring your team effectively troubleshoots and resolves complex escalated issues that Tier 1 and 2 support cannot handle.
• Act as an R&D Liaison: Serve as the primary point of contact for all high-priority escalations. You will integrate the technical data from your team with the customer context from our GTM teams to provide a complete picture to R&D, allowing them to focus on diagnosis and resolution.
• Proactive Issue Management: Systematically identify recurring issues or "themes" across all incoming escalations. You will partner with the R&D team to define and execute action plans to reduce bug volume and improve overall product quality.
• Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of our technical escalation workflow.
• Incident Management: Lead and coordinate the response to major technical incidents, ensuring a structured approach to problem-solving and communication across teams.

What You Have

• Experience: 5+ years of experience in a B2B customer support or service setting, with at least 2 years in a management or lead role.
• Technical Acumen: A strong background in software development or computer science is a must. You should possess hands-on experience with APIs and a deep understanding of SQL scripting. Familiarity with databases like Elastic-Kibana, PostgreSQL, or Mongo DB is a plus.
• Problem-Solving Skills: Exceptional critical thinking and problem-solving abilities with an ownership mentality.
• Interpersonal Skills: Proven experience working cross-functionally and the ability to collaborate effectively with diverse teams, including R&D, Product, and GTM teams.
• Process Knowledge: A solid understanding of technical escalation processes and Service Level Agreement (SLA) timeframes.

*We operate in a flexible hybrid work model.

What makes Engineering at Gong unique? 

Here at Gong, we trust and empower our employees with ownership to solve complex problems, make the right decisions, and build the best products that create radical impact. We call this “Own. Solve. Impact.” For our engineers, it means it's not just about writing code. You are involved and able to influence the entire process to create the best product. 

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!

About us 

Gong empowers everyone in revenue teams to improve productivity, increase predictability, and drive revenue growth by deeply understanding customers and business trends; driving impactful decisions and actions. The Gong Revenue AI Platform captures and contextualizes customer interactions, surfaces insights and predictions, and powers actions and workflows that are essential for business success. More than 4,500 companies around the world rely on Gong to unlock their revenue potential. For more information, visit www.gong.io.

Here at Gong, 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 work place, we'd love to see you with us.

To review Gong's privacy policy, visitwww.gong.io/privacy-policy/ for more details.

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