Manager, Technical Support

About Gong

Gong leverages artificial intelligence to revolutionize how revenue teams succeed. Its Revenue AI Operating System integrates data, insights, and workflows into a unified system that observes, guides, and collaborates with leading global revenue teams. Powered by the Gong Revenue Graph, AI-driven intelligence, specialized agents, and trusted applications, Gong enables over 5,000 companies worldwide to gain deep insight into their teams and customers, automate key sales workflows, and close more deals efficiently.

At Gong, employees join an innovative and ambitious company committed to shaping the future of revenue intelligence. The culture emphasizes transparency, trust, and impactful work where every individual’s contribution is visible and valued. Employees thrive in a dynamic environment that encourages growth, challenge, and meaningful achievements.

Role Overview

As Manager, Technical Support within Gong’s Dublin hub, you will lead a multifaceted support team dedicated to delivering exceptional technical assistance and consultative support to a global customer base. You will foster a proactive, innovative, and strategic problem-solving mindset in your team within a high-volume, fast-paced setting. This role focuses on scaling a sustainable support function that consistently delights customers, supports external vendor operations, and achieves operational excellence across multiple tiers.

Key Responsibilities

• Build and nurture a high-energy, positive, and accountable team culture that performs well under pressure and continuously strives for improvement while delivering outstanding global customer outcomes.
• Provide direct leadership, coaching, and motivation to Technical Support Associates and Technical Support Engineers, customizing guidance to support growth from entry-level troubleshooting through advanced technical engineering.
• Act as the frontline escalation manager, handling urgent customer issues with professionalism, urgency, and clear communication to ensure timely and satisfactory resolutions.
• Collaborate with external vendor partners to align workflows, uphold quality standards, and maintain a cohesive culture within vendor operations.
• Support team enablement and training initiatives to ensure effective onboarding and ongoing skill development, accelerating deep expertise in Gong’s products and technical environment.
• Participate actively in recruitment, interview processes, and onboarding of new support personnel to expand the Dublin hub with top talent while upholding high hiring standards.
• Drive operational excellence by monitoring key performance indicators and service level agreements such as customer satisfaction scores, first-touch resolution, and resolution times, holding the team accountable for high performance.
• Identify opportunities to streamline processes and optimize tools to boost team productivity and enhance the overall customer support experience.

Essential Qualifications

• Minimum of 3 years' experience managing technical support, customer success, or similar customer-facing teams in a fast-paced B2B SaaS setting.
• Proven expertise in managing critical and time-sensitive customer escalations daily while maintaining composure and professionalism.
• Experience leading multi-tier teams including frontline associates and higher-level technical engineers.
• Strong analytical skills with ability to assess support metrics (SLAs, KPIs, CSAT, trends) to identify performance gaps and enforce accountability aligned with global standards.
• Demonstrated ability to lead and motivate teams supporting diverse customers across multiple regions including Europe, Asia, and the US in a high-volume environment.
• Excellent verbal and written communication skills to explain complex technical concepts clearly and provide candid, constructive feedback.
• Proficiency with modern support tools such as Salesforce Service Cloud or Zendesk.

Additional Preferred Qualifications

• Experience working with external vendor or outsourced support teams, including coaching or operational alignment.
• Familiarity with Gong’s platform and products.
• Technical knowledge of typical Gong integrations like CRM platforms (e.g., Salesforce), telephony systems (e.g., Zoom, Dialpad), and APIs.

Work Model

This position requires a hybrid work schedule with at least three days per week based in the Dublin office.

Additional Information

Gong is committed to diversity and equal opportunity employment, forbidding discrimination on any legally protected grounds. The company encourages applications from all qualified individuals.

Note: Be aware of recruiting scams. All legitimate Gong communications will come from the @gong.io domain.