Manager, 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. Work Model: This is a hybrid role, requiring 3 days a week in our Dublin office.

3+ years of experience managing a Technical Support, Customer Success, or similar customer-facing team within a fast-paced B2B SaaS environment

Proven Escalation Handling: Demonstrated experience managing and resolving critical, time-sensitive customer escalations on a day-to-day basis while maintaining composure and professionalism.

Multi-Tier Management Experience: Proven success leading teams that comprise both tier-1 frontline support (Associates) and higher-tier technical support (Engineers).

Data-Driven Performance Accountability: Proficiency in analyzing support metrics (SLAs, KPIs, CSAT, trend analysis) to diagnose performance gaps and hold individual contributors accountable to global organization standards.

Global Support Awareness: Proven ability to manage and motivate a team in a fast-paced, high-volume environment supporting a diverse, global customer base across regions like Europe, Asia, and the US.

Communication Skills: Exceptional written and verbal communication skills, with the ability to articulate complex technical concepts and provide candid, constructive feedback.

Tooling: Proficiency with modern support platforms (e.g., Salesforce Service Cloud, Zendesk, etc.).

Experience interfacing with, coaching, or supporting external vendor operations or outsourced support workflows.

Experience with Gong’s platform and products.

Technical familiarity with common Gong integrations (e.g., CRM systems like Salesforce, telephony platforms like Zoom/Dialpad, or APIs).

We are always looking for outstanding Gongsters! So if this sounds like something that interests you regardless of compensation, please reach out. We may have more roles for you to consider and would love to connect.

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Gong recruiting email communications will always come from the @gong.io domain. Any outreach claiming to be from Gong via other sources should be ignored.

Gong is an equal-opportunity employer. We believe that diversity is integral to our success, and do not discriminate based on race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, military status, genetic information, or any other basis protected by applicable 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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