דרושים מהנדס תמיכה טכנית ב-Gong ב-Ireland, Dublin

Unlike a traditional TAM, this role ispooled

• 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.

• 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

• 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.

• Consult with clients on customisation options, system configurations, & optimization strategies to enhance the performance of our platform.
• Provide support and recommendations on best practices for implementing and utilizing our platform.
• Act as the product subject matter expert, providing in-depth knowledge and guidance to customers on the technical aspects of all our current products (Engage, Forecast, AI); partner with Professional Services or Customer Success upon request to provide guidance on customer engagements in order to drive healthy adoption
• Act as a specialist resource & technical SME to other internal teams & beta customers as Gong releases new products & features
• Establish our post-sale motion to support the go-live of new features & products, primarily focused on how they will impact our existing methodologies
• Conduct integration consultations with customers to facilitate seamless integration of 3rd party tools, or into their existing systems and processes.
• Address complex technical setup questions from clients, troubleshooting issues, and providing solutions to technical challenges.

• Proven experience in a technical account management or similar role, preferably in a technology-driven/SAAS industry.
• Strong technical aptitude and understanding of software development, database management, API integrations, and other technical concepts.
• Excellent communication skills with the ability to effectively communicate complex technical information to non-technical stakeholders.
• Strong exec presence & confidence in speaking to C-Level executives
• Top tier project management skills; ability to take ownership and drive progress forward, escalate blockers as needed
• Experience working cross-functionally with product & engineering, as well as GTM teams (Sales, Customer Success)
• Customer-focused mindset with a passion for delivering exceptional technical support and consultation to clients.

• 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.

• Be a major part of Gong's Frontend guild with Frontend developers from all the teams in the company.
• Tackle hard technical problems—some at the architecture level, some at the code level, some at the product level—and come up with solutions, balancing practicality and innovation, short and long term.
• Be the owner of the features you develop, while collaborating with product and UX teams from thinking and wireframes processes to production.
• Be part of our known architecture huddles when we make future decisions about our code and best practices.
• Constantly learn new things - join professional lectures and workshops organized by Gong. In addition, each developer gets extra learning time on behalf of Gong to gain or improve new professional skills.
• Be a part of a successful startup technology team that translates our vision into a solid SaaS product that performs, scales, is easy to use, and makes a big impact.

• A software engineer between 3-5 years of industry experience developing web applications.
• Someone who enjoys having responsibility and a sense of ownership of the product you are creating.
• Deeply knowledgeable of how JavaScript works and experienced with React (a must!) .
• Familiarity with backend languages such as Java, Node.js, C#, and others is an advantage.
• Experienced with large scale, cloud-based web applications.
• Proven experience in the architecture of design systems and components.
• Preferably someone with a degree in computer science or similar discipline.
• An all-around player, fast-learner and self-motivated individual.
• An excellent communicator and team player, with strong verbal and written skills in English.
• Most importantly, a person who enjoys working independently and within a team of highly skilled peers.

• 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.

• Work alongside Sales and Customer Success as the ultimate product expert and account team technical advisor.
• Thoroughly understand all aspects of the Gong platform in order to explain and demo the technology to all types of users.
• Be the trusted advisor to both prospects and customers to ensure they get the correct business outcome and value from our Gong technology.
• Assist prospects and customers with Business Assessments (POCs, Pilots).
• Execute the build and delivery of solution-based demos/solution architecture diagrams for customers that have highly complex use cases.
• Craft content to show customers how to leverage Gong for specific use cases.
• Solution complex business and technical requirements and explain them in simple terms.
• Assist with RFPs and questionnaires in the context of sales cycles.
• Help eliminate bottlenecks by working cross-functionally (Sales, Customer Success, Support, Product Management, Engineering) in order to get deals across the line.
• Partner with and support Marketing on demand gen activities (webinars, conferences, events).
• Contribute reusable assets to the Sales Engineering team and the company at large.
• Collaborate closely with Product Marketing, Product Management, and Engineering to share voice of the customer feedback in order to influence our product roadmap and GTM strategies.

• 5+ years of customer facing experience in a sales engineering role (pre-sales) or a combination of sales engineering and other relevant work experience.
• A passion for serving the customer, which has played out in customer-facing pre-sales/sales roles; ideally sales engineering
• Experience with sales technology (CRMs), cloud architecture, or telephony/web conferencing systems.
• Experience with data flows, AI/ML concepts, analytics, APIs/webhooks, or JSON
• Understanding of security and privacy pertaining to SaaS systems.
• Business understanding of GTM sales teams and processes.
• Excellent verbal and written communication skills.
• Strong interpersonal and teamwork skills.
• Passion for technology and problem solving.
• Able to make the complex sound simple!

As aat Gong, you will design and build the

• Design and implement scalable, high-performance backend services and APIs using Java, Spring Boot, and cloud technologies .
• Develop and maintain integration infrastructure, enabling third-party applications to seamlessly connect with Gong and extend its functionality.
• Build generic, modular API interfaces that support a wide range of future use cases, ensuring flexibility and reusability.
• Enhance system security , ensuring that Gong’s external-facing capabilities are both powerful and secure .
• Collaborate with internal teams (Product, GTM, and other R&D groups) and external partners to develop solutions that align with business and customer needs.
• Take full ownership of features from design to production, ensuring reliability, maintainability, and performance.
• Contribute to the strategic vision for Gong’s integration ecosystem, thinking beyond short-term tactical solutions.

• 5 + years of backend software development experience, with a strong foundation in Java and modern cloud-based architectures.
• Experience in both application and infrastructure development , with a deep understanding of scalable SaaS solutions.
• Strong proficiency in Java (Spring, etc.) and designing robust, maintainable APIs.
• Experience developing durable systems and using relevant technologies and techniques ( kafka, SQS, etc. )
• Experience with cloud platforms (AWS, GCP, or Azure) and building scalable microservices architectures.
• A solid understanding of secure API design and best practices for external integrations.
• Strong communication and collaboration skills - you'll work closely with partners, product teams, and developers across multiple organizations.
• Ability to take ownership and drive projects forward independently.

• 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.

As a, you’ll fill a key role in acquiring new customers and creating raving fans. Being a champion of the entire sales process from start to finish, you will use your creative prospecting skills to strategically pursue net new business. Working through complex deals, your insatiable curiosity makes you a thought leader, and your drive to succeed keeps you at the top of the leaderboard. Those who challenge conventional wisdom & never settle for the status quo are strongly encouraged to apply!

• Manage prospects from lead to close.
• Provide an exceptional customer experience.
• Clearly articulate and demonstrate our value proposition, creating excitement and enthusiasm among prospects.
• Cultivate lasting relationships with customers.
• Run and implement pilot programs.
• Maintain weekly sales forecast and achieve quota quarterly.
  

• You are a commutable distance (within 60 miles) of San Francisco.
• 3+ years of relevant closing experience in addition to outbound SDR/BDR experience.
• Previous SaaS and enterprise software experience, with clear examples of closing deals $50-$250K.
• Previous experience selling a platform solution.
• Demonstrated success in achieving sales goals (President’s Club, Rep of the Year, etc).
• Excellent verbal and written communication skills.
• Experience selling to sales leaders is a plus.
• Creative, resourceful, detail-oriented, and well-organized.
• A strong team player but still a self-starter who thrives in a fast-paced, high-growth startup environment.
  

• We offer Gongsters a variety of medical, dental, and vision 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.
• 401(k) program to help you invest in your future.
• 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.
• Work from home stipend to help you succeed in a remote environment.

• Serve as a primary point of contact for customer inquiries via Zendesk (& Zoom calls as needed) ensuring timely and high-quality resolution.
• Diagnose, troubleshoot, and resolve complex technical issues related to Gong’s product(s), integrations, and APIs.
• Maintain a customer-first approach , proactively identifying pain points and advocating for solutions that improve the customer experience.
• Escalate critical technical issues to Tier 3 Support and Engineering teams, ensuring clear documentation and effective collaboration.

• Become an expert in Gong’s platform, mastering its features, integrations, and workflows.
• Provide deep technical guidance on 3rd party integrations such as telephony systems, web conferencing tools, CRMs, and API-based custom implementations.
• Conduct in-depth troubleshooting using tools such as SQL, Snowflake, Kibana, API debugging tools, and Browser DevTools .
• Identify and document workarounds and solutions for known issues, helping customers stay productive.

• Work closely with Engineering, Product, Sales, and Customer Success teams to drive resolution of customer-impacting issues.
• Advocate for the Voice of the Customer , providing insights that influence product enhancements, bug fixes, and roadmap priorities.

• Identify inefficiencies in support workflows and contribute to automation, tooling, and documentation enhancements.
• Contribute to self-service resources , such as knowledge base articles, FAQs, and technical guides.
• Participate in training and onboarding new team members, sharing best practices and technical knowledge.

• Support & Troubleshooting Tools: Zendesk, Jira, Salesforce, API debugging tools, Browser Dev Tools.
• B2B SaaS Product Expertise: Experience supporting enterprise-level clients with SaaS products.
• Database & Querying: SQL, Snowflake, Elastic/Kibana, Data Visualization.
• System Administration & Integration: Experience with Okta, Azure provisioning, SFTP, GitHub, and configuration implementation.
• Coding & Automation: Familiarity with Python, HTML/CSS, and scripting for debugging and automation.
• Cloud & DevOps Exposure: Some knowledge of AWS, Linux, and cloud-based infrastructure.

• Years of Experience: 5-10+ years in technical support, product support, or developer support roles.
• Industry Background: B2B SaaS, technology companies, enterprise software support.
• Customer Engagement: Experience handling high-priority client escalations, leading customer calls, and working with international teams.
• Process Improvement: Proven track record of identifying inefficiencies in support processes and contributing to automation or workflow enhancements.
• Mentorship & Training: Involvement in onboarding and mentoring new hires, sharing best practices, and driving team-wide improvements.

Educational Background:

• Preferred Degrees: Computer Science, Information Technology, Data Science, Engineering, or a related technical field.
• Certifications: SQL, Data Science, IT Support, or cloud-related certifications (AWS, Azure) are a plus.