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Gong EMEA Senior Technical Support Engineer Tier Ireland, Dublin 737288390
07.07.2024
RESPONSIBILITIES
- Research for the root cause, troubleshoot, and investigate issues using multiple tools, data sets.
- Join efforts with R&D and the PM to provide issue resolutions, workarounds, and implement product features or support tools.
- Work closely with Tier 1+2 support and CS agents to prioritize issues, communicate status, and oversee end-to-end resolution.
- Dublin based role with three days in the office
- 5+ years of experience in a B2B customer service/support setting, with a high degree of critical thinking and problem-solving skills.
- A very good understanding of technical escalation processes and SLA timeframes.
- Experience in web application troubleshooting, and the ability to quickly learn new concepts and products.
- Salesforce experience or hands-on experience as Salesforce Administrator
- A strong sense of responsibility, ownership, and independence as we’re looking for the “can-do” approach.
- Knowledge of SQL scripting
- Proven hands-on experience with API
- Familiar with at least one of the following - Okta, Rippling, DataDog,
- Familiar with at least one of these databases - Elastic-Kibana, PostgreSQL, Mongo DB.
- A passion for working in a team with very strong peers in a hyper-growth environment.
- Experience with Gong as a tool is a plus!
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