Manager, Technical Support

Gong

Dublin, Ireland
On-site
3+ years managing technical support teams
Multi-tier team leadership experience
Day-to-day customer escalation management
This role leads a multi-tiered team of Technical Support Associates and Engineers to deliver exceptional global customer experiences

Job Summary

  • This role leads a multi-tiered team of Technical Support Associates and Engineers to deliver exceptional global customer experiences.
  • The manager serves as the frontline escalation point for high-priority issues while driving operational excellence through data analysis.
  • Gong offers a hybrid work model requiring three days in the Dublin office and two days remote.

Matching Summary

This role leads a multi-tiered team of Technical Support Associates and Engineers to deliver exceptional global customer experiences.

Skills & Requirements

Must-have

  • 3+ years managing technical support teams
  • Multi-tier team leadership experience
  • Day-to-day customer escalation management
  • Data-driven performance accountability
  • Global support operations across regions

Nice-to-have

  • Experience with external vendor operations
  • Familiarity with Gong's platform products
  • Technical knowledge of CRM and API integrations
  • Passion for building scalable support functions

Key Requirements

  • 3+ years managing technical support or customer success teams
  • Proven experience handling critical customer escalations
  • Proficiency with Salesforce Service Cloud or Zendesk
  • Ability to manage diverse global teams across Europe, Asia, and US

Work Rights

Not specified

Tailored Resume

Cover Letter