Gong Manager Technical Support Engineer - Tier 

Israel, Tel Aviv District, Tel Aviv-Yafo 

661464145

• 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.

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