Manager, Technical Support

About Gong

Gong uses AI to help revenue teams work more effectively by bringing data, insights, and workflows together in one trusted platform. Its Revenue AI Operating System supports sales organizations with intelligence, automated agents, and trusted applications so teams can understand customers better, streamline sales processes, and improve deal outcomes. The company supports more than 5,000 businesses worldwide.

Gong is built around ambitious goals, strong product thinking, and a collaborative culture. The team values transparency, trust, and meaningful impact, and offers an environment where people can learn quickly, take on challenge, and grow their careers.

Role overview

As Manager, Technical Support in the Dublin hub, you will lead the team that delivers a consultative, high-quality support experience to Gong’s global customers. The role focuses on building a scalable support operation that creates loyal customers, improves service delivery, and keeps technical support running smoothly across multiple tiers.

This is a hybrid position, with three days in the office and two days working remotely each week.

What you will do

• Build a positive, accountable, high-energy team environment that performs well under pressure and keeps improving over time.
• Lead, coach, and motivate a multi-level support team made up of Technical Support Associates and Technical Support Engineers.
• Act as the main escalation contact for urgent customer issues, handling critical cases quickly and professionally each day.
• Support vendor partners when needed so outside teams stay aligned with internal processes, quality expectations, and company culture.
• Help strengthen onboarding and ongoing enablement efforts so the team can build product knowledge and technical depth faster.
• Take part in hiring, interviewing, and onboarding new team members to help the Dublin support hub grow quickly without lowering the talent bar.
• Monitor and drive performance against key support metrics and service targets, including CSAT, First Touch Resolution, and Time to Resolution.
• Identify opportunities to improve workflows, tools, and support processes to increase productivity and improve the customer experience.

What we are looking for

We are seeking a steady, experienced support leader who can thrive in a high-velocity SaaS environment and manage both people and operations effectively. The right candidate will be comfortable working through ambiguity, handling crises, and balancing team development with day-to-day service delivery.

You should have experience leading a customer-facing team, preferably in B2B SaaS, along with a strong grasp of escalation management, team performance analysis, and support tooling. Clear communication and the ability to give constructive feedback are essential.

Qualifications

• At least 3 years of experience managing a Technical Support, Customer Success, or similar customer-facing team in a fast-moving B2B SaaS setting.
• Hands-on experience resolving urgent, high-stakes customer escalations on a regular basis while staying composed and professional.
• Background leading teams with both frontline support staff and higher-tier technical support engineers.
• Ability to review support data such as SLAs, KPIs, CSAT, and trend reports to find performance gaps and drive accountability.
• Experience guiding a team that supports customers across multiple regions and time zones, including Europe, Asia, and the US.
• Strong written and verbal communication skills, including the ability to explain technical issues clearly and provide direct, helpful feedback.
• Comfort using modern support systems such as Salesforce Service Cloud or Zendesk.

Preferred experience

• Exposure to vendor management, outsourced support workflows, or coaching external support teams.
• Familiarity with Gong’s products and platform.
• Technical understanding of common integrations such as Salesforce, Zoom, Dialpad, or APIs.

Equal opportunity and privacy

Gong offers compensation and benefits that are competitive for the local market. The company is an equal opportunity employer and does not discriminate on the basis of race, colour, religion, age, or other protected characteristics.

Applicants can review Gong’s privacy notice for job candidates for additional information.