Manager, Technical Support at Gong leading a multi-tiered support team in Dublin. Responsible for team development, customer escalation management, and operational excellence across global support operations.
Gong harnesses the power of AI to transform how revenue teams win. The Gong Revenue AI Operating System unifies data, insights, and workflows into a single, trusted system that observes, guides, and acts alongside the world’s most successful revenue teams. Powered by the Gong Revenue Graph, AI-powered intelligence, specialized agents, and trusted applications, Gong helps more than 5,000 companies around the world deeply understand their teams and customers, automate critical sales workflows, and close more deals with less effort. For more information, visit www.gong.io.
At Gong, you will join a company built on innovative products, ambitious goals, and passionate people. We are shaping the future of revenue intelligence and we want people who are excited to build what comes next. You will work with a team that dreams big, moves fast, and cares deeply about the craft and about each other. Here, transparency and trust are core to how we operate, and every person has the opportunity to make a visible impact. If you want to grow, stretch, and do work that truly matters, Gong is the place to do the best work of your career.
As a Manager, Technical Support based in our Dublin hub, you will be at the forefront of the Gong leadership experience, enabling your team to create #ravingfans by providing an exceptional and consultative support experience for our global customer base. You will empower your team to be proactive, innovative, and strategic problem-solvers in a fast-paced, high-volume environment. This role is about more than just managing queues; it's about building a scalable function that delights customers long-term, supporting our external vendor operations, and achieving operational excellence across diverse tiers of technical support.
We are looking for an experienced, dynamic, and resilient Manager, Technical Support to lead and grow our support team based in Dublin. This role is perfect for a proven leader who thrives in a fast-paced, hyper-growth SaaS environment and is passionate about team development, hands-on crisis management, and operational excellence.
In this role, you will manage a multi-tiered team consisting of both Technical Support Associates (TSAs) and Technical Support Engineers (TSEs) who are on the front lines, helping our customers across Europe, Asia, and the US maximize the value of the Gong Revenue AI Platform. You will be comfortable navigating ambiguity and managing day-to-day customer escalations in real time. Additionally, you will support our external vendor operations on an as-needed basis to ensure seamless day-to-day workflow alignment and consistent service delivery.
NOTE: This position is a hybrid-based role (office 3 days a week and remote 2 days)
Gong believes in offering competitive compensation and benefits tailored to the local region. Gong is an equal-opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, colour, religion, age, or any other basis protected by law.
To review Gong's privacy policy, visit https://www.gong.io/gong-io-job-candidates-privacy-notice/ for more details.
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