Manager Technical Support Engineer - Tier jobs at Gong in Israel, Tel Aviv-yafo

• 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.

for more details.

As a

You will be responsible for:

• ML Serving Architecture : Design and implement high-performance inference APIs and model serving backends using Java & Python.
• Model Lifecycle Management : Build systems for model versioning, A/B testing, canary deployments, and automated rollbacks.
• Integration Platform : Create robust APIs and SDKs that enable product teams to integrate AI capabilities seamlessly.
• Observability & Monitoring : Build comprehensive metrics, logging, and tracing systems for ML workloads.
• Cross-team Leadership : Mentor engineers & researchers, drive technical decisions, and influence platform architecture across the organization.

You should apply if you have:

• 6+ years of hands-on experience in large-scale backend development, with strong emphasis on Java programming and building high-performance AI/ML inference systems.
• Strong analytical and problem-solving skills, with the ability to debug and resolve complex technical issues in AI applications serving millions of requests daily.
• Experience with cloud platforms (AWS preferred, Azure, or Google Cloud) and building scalable microservices architectures for AI model serving and data processing pipelines.
• Advantageous experience with ML frameworks (TensorFlow, PyTorch), model serving platforms (Triton, TorchServe, KServe), and building high-throughput AI-powered APIs and data processing systems.
• Excellent communication skills, both verbal and written, with the ability to articulate technical AI system design decisions clearly and collaborate effectively with ML engineers, data scientists, and DevOps teams.
• A Bachelor's degree in Computer Science, Engineering, or a related field is preferred. Experience with AI/ML systems in production environments is highly valued.

*​​We operate in a flexible hybrid work model.

for more details.

As a Technical Program Manager in Gong, you’ll play a critical role in driving cross-functional initiatives that enable our platform to scale securely and reliably. You’ll partner with R&D leaders to plan and execute complex cross-organizational programs spanning applications, system infrastructure, and developer experience. This is a high-impact, hands-on role that demands strong technical acumen, operational rigor, and excellent collaboration skills.

As a Technical Program Manager, you will:

• Drive end-to-end delivery of strategic programs, from initial planning to successful execution and launch.
• Partner with cross-functional teams, including Platform, Security, and Applications, to align priorities and coordinate resources for high-impact initiatives.
• Maintain stakeholder alignment by proactively identifying and removing blockers, ensuring clear communication on project scope, ownership, and status.
• Develop and manage comprehensive program plans, timelines, risk assessments, and status reports to ensure project transparency and accountability.
• Champion process improvements that increase team velocity, enhance system resiliency, and improve project visibility.

You should apply if you have:

• 5+ years of industry experience.
• At least 2 years as a Technical Program Manager (or equivalent role) in a SaaS or cloud-native environment.
• Strong understanding of the Software Development Lifecycle.
• Hands-on familiarity with cloud platforms (AWS, GCP, or Azure) and modern DevOps principles.
• Excellent oral and written communication skills.
• A self-motivated and highly organized approach. You thrive in ambiguous environments, take ownership of problems, and drive them to resolution.

Bonus Skills:

• Experience with platform or infrastructure engineering teams in a high-growth environment.
• Experience with CI/CD automation, monitoring, and incident response.
• Experience as a software engineer or in a DevOps role.

*We operate in a flexible hybrid work model.

for more details.

As a Senior Full-stack Engineer, you will:

• Build scalable, secure infrastructure that collects and manages massive and heterogeneous data, and enables AI agents and developers to interact with it.
• Design authentication, authorization, and data access mechanisms that balance security, usability, and flexibility.
• Solve complex system design challenges to deliver rich functionality while ensuring reliability, performance, and an outstanding experience.
• Collaborate across teams to set standards and architectures that accelerate innovation around the Gong platform.

You should apply if you are:

• A software engineer with 5+ years of industry experience developing web applications.
• Understanding of full system flows from frontend to backend with emphasis on scale and security
• Strong experience with React or similar web framework, state management and web build tools
• Experience in backend development - API implementation and relational databases
• Quality mindset emphasizing automatic tests in all layers
• Deep understanding of API design, security best practices, and developer experience.

*We operate in a flexible hybrid work model.

for more details.

As an Analytics Engineer, you will:

• Design and implement robust data models to transform raw data into analytics-ready tables, enabling confident decision-making across product and business teams.
• Own and maintain our dbt pipelines with a focus on scalability, modularity, and clear documentation.
• Continuously evolve our data models to reflect changing business logic and product needs.
• Build and maintain comprehensive testing infrastructure to ensure data accuracy and trust.
• Monitor the health of our data pipelines, ensuring integrity in event streams and leading resolution of data issues.
• Collaborate closely with analysts, data engineers, and product managers to align data architecture with business goals.
• Guide the analytics code development process using Git and engineering best practices.
• Create dashboards and reports in Tableau that turn insights into action.
• Drive performance and cost optimization across our data stack, proactively improving scalability and reliability.

You should apply if you are:

• A data professional with 4+ years of experience in analytics engineering, BI development, or similar data roles.
• Highly skilled in SQL, with hands-on experience using Snowflake or similar cloud data warehouses.
• Proficient in DBT for data transformation, modeling, and documentation.
• Experienced with Tableau or similar BI tools for data visualization.
• Familiar with CI/CD for data workflows, version control systems (e.g., Git), and testing frameworks.
• A strong communicator who can collaborate effectively with both technical and non-technical stakeholders.
• Holding a B.Sc. in Industrial Engineering, Computer Science, or a related technical field.
• Passionate about translating complex data into clear, scalable insights that drive product innovation.

Bonus points if you have:

• Experience with event instrumentation and user behavioral data.
• Scripting ability in Python for automation and data processing.
• Familiarity with modern data stack tools such as Airflow, Fivetran, Looker, or Segment.

for more details.

As a

You will be responsible for:

• ML Serving Architecture : Design and implement high-performance inference APIs and model serving backends using Java & Python.
• Model Lifecycle Management : Build systems for model versioning, A/B testing, canary deployments, and automated rollbacks.
• Integration Platform : Create robust APIs and SDKs that enable product teams to seamlessly integrate AI capabilities.
• Observability & Monitoring : Build comprehensive metrics, logging, and tracing systems for ML workloads.
• Cross-team Leadership : Mentor engineers & researchers, drive technical decisions, and influence platform architecture across the organization.

You should apply if you have:

• 6+ years of hands-on experience in large-scale backend development, with strong emphasis on Java programming and building high-performance AI/ML inference systems.
• Strong analytical and problem-solving skills, with the ability to debug and resolve complex technical issues in AI applications serving millions of requests daily.
• Experience with cloud platforms (AWS preferred, Azure, or Google Cloud) and building scalable microservices architectures for AI model serving and data processing pipelines.
• Advantageous experience with ML frameworks (TensorFlow, PyTorch), model serving platforms (Triton, TorchServe, KServe), and building high-throughput AI-powered APIs and data processing systems.
• Excellent communication skills, both verbal and written, with the ability to articulate technical AI system design decisions clearly and collaborate effectively with ML engineers, data scientists, and DevOps teams.
• A Bachelor's degree in Computer Science, Engineering, or a related field is preferred. Experience with AI/ML systems in production environments is highly valued.

*​​We operate in a flexible hybrid work model.

for more details.