---
title: 'Manager, Technical Support at Gong.io'
canonical: 'https://feeny.ai/job/manager-technical-support-gong-io-dublin-bq7z30fg0wya'
type: 'job'
last_seen: '2026-09-09'
---

# Manager, Technical Support at Gong.io

- **Company:** Gong.io
- **Location:** Dublin, Ireland
- **Posted:** 2026-07-24
- **Last confirmed live:** 2026-09-09
- **Apply:** https://job-boards.greenhouse.io/gongio/jobs/4678938006

## Job description

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.

## THE ROLE

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.

## RESPONSIBILITIES

- Own Team Culture: Cultivate a high-energy, positive, and accountable team environment that thrives under pressure, focuses on continuous improvement, and delivers exceptional customer results globally.
- Mentor and Develop a Multi-Tiered Team: Directly manage, coach, and motivate both Technical Support Associates and Technical Support Engineers, tailoring your leadership style to foster growth from entry-level troubleshooting to complex technical engineering.
- Day-to-Day Escalation Management: Serve as the frontline escalation point, managing high-priority customer escalations on a daily basis with tact, urgency, and clear communication to ensure swift and satisfactory resolution.
- Vendor Operations Support: Act as a collaborative point of contact to support our vendor partners as needed, ensuring external teams are aligned with Gong's internal workflows, quality standards, and culture.
- Champion Technical Enablement & Training: Play a collaborative role in supporting our team's enablement programs. You will be crucial in ensuring that onboarding and ongoing training are effective, helping your team rapidly build deep product and technical expertise.
- Recruitment and Onboarding: Actively participate in recruiting, interviewing, and hiring new TSAs and TSEs to quickly scale our Dublin-based hub while maintaining a high talent bar.
- Drive Global Operational Excellence: Track, manage, and hold your internal team accountable to high performance against our global support organization's KPIs and SLAs (e.g., CSAT, First Touch Resolution, Time to Resolution) in a fast-moving environment.
- Process Optimization: Champion process improvements and tool best practices to increase team productivity and enhance the overall customer support experience.

## REQUIRED QUALIFICATIONS

- 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.).

## BONUS QUALIFICATIONS

- 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.

#LI-SM3   #LI-Hybrid

## About Gong.io

## Company Overview
- **One-liner**: Gong provides an AI-powered Revenue Intelligence platform that captures customer interactions, analyzes what’s working, and automates next steps to help revenue teams win more deals.
- **Entity Type**: Private (Series G; last reported valuation $7.25B in 2021)
- **Headquarters**: San Francisco, California, USA (Global hubs also in Tel Aviv, Israel; Dublin, Ireland; London, UK; Singapore; Australia)
- **Founded**: 2015
- **Founders**: Amit Bendov (CEO & Co-Founder) and Eilon Reshef (CPO & Co-Founder)

## Core Business
- **Primary industry**: Revenue Intelligence / Revenue AI / SaaS for Go-to-Market teams
- **Target customers**: B2B, enterprise and mid-market sales, marketing, and customer success teams
- **Mission statement**: “Help every revenue team win more — consistently, confidently, and with total clarity.”

## Products & Services
- **Gong Revenue AI OS** – The core platform that captures every customer interaction (calls, emails, meetings, etc.), analyzes them using AI, and surfaces insights to close deals faster, predict pipeline risk, increase win rates, and predict churn.
- **Gong Enable** – A revenue enablement solution grounded in real customer interactions that helps turn every rep into a top performer.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed in provided materials; last known valuation (2021 Series G) was ~$7.25 billion.
- **Key Metric**: $500M in Annual Recurring Revenue (ARR), as stated on their careers page.
- **Notable Investors/Partners**: While not detailed in the provided source, known investors include Sequoia Capital, Tiger Global Management, and others from prior rounds.
- **Growth Signals**: 5,000+ customers; named a Great Place to Work for six consecutive years; global expansion with hubs in the US, Israel, Europe, and Asia-Pacific; strong ARR growth to $500M.

## Competitive Advantages
- **AI-first approach**: Analyzes real customer conversations (not just CRM data) to provide actionable revenue intelligence.
- **Category-defining product**: Gong created and leads the “Revenue Intelligence” category, making it hard to displace once adopted.
- **Data moat**: The platform captures billions of customer interactions, training proprietary AI models that improve over time.
- **Customer loyalty**: Strong net retention and “raving fans” culture; trusted by thousands of revenue teams.

## Strategic Focus
- **Revenue AI OS expansion**: Continuing to build out the platform (e.g., Gong Enable) to cover the full revenue cycle from pipeline to close to retention.
- **International growth**: Scaling global hubs (Dublin, London, Singapore, Australia) to serve a worldwide customer base.
- **AI innovation**: Investing in deeper AI capabilities to automate handoffs, predict outcomes, and enable reps at scale.

## Why Work Here
- **Culture**: Eight operating principles (e.g., “Create raving fans,” “Win as a team,” “Enjoy the ride”) guide daily work; strong emphasis on ownership, impact, and reality.
- **Awards**: Named a Great Place to Work for six consecutive years; CEO approval rating noted as high.
- **Work style**: Hybrid/remote options available (many roles are remote within the US; hubs require in-office presence part-time); global recharge days (company-wide shutdowns quarterly); flexible PTO.
- **Benefits**: Comprehensive health & wellness (mental health support, flexible wellness fund, work-from-home stipend); financial support (equity, retirement savings, commuter benefits); family support (paid parental leave, fertility/adoption assistance); professional development (training, mentorship, employee resource groups).
- **Engineering & product**: Engineers own outcomes, solve sophisticated AI/infrastructure problems, and work on a category-defining product.

## Sources
1. [gong.io/about](https://www.gong.io/about) – Company overview, founders, leadership, culture
2. [gong.io/](https://www.gong.io/) – Product description, customer count, tagline
3. [gong.io/careers](https://www.gong.io/careers) – ARR $500M, Great Place to Work, benefits, global hubs, operating principles
4. [boards.greenhouse.io/gongio](https://boards.greenhouse.io/gongio) – Current job openings, locations, team categories

## Other roles at Gong.io

- [Business Development Representative - Australia Market ( Expression of Interest )](https://feeny.ai/job/business-development-representative-australia-market-expression-of-interest-ppvbfj9v76qd) — Singapore
- [Product Design Manager](https://feeny.ai/job/product-design-manager-gong-io-dublin-2yf0h1k5wd4e) — Dublin, Ireland
- [Senior Full-Stack Engineer](https://feeny.ai/job/senior-full-stack-engineer-gong-io-new-york-ghtwcm3qd7a0) — New York, NY
- [Mid Market Account Executive, France](https://feeny.ai/job/mid-market-account-executive-france-gong-io-dublin-qv3yg5265fx8) — Dublin, Ireland
- [Senior Partner Portfolio Manager](https://feeny.ai/job/senior-partner-portfolio-manager-gong-io-dublin-g5dcwrc6j3m9) — Dublin, Ireland
- [Senior Revenue Architect, Enterprise](https://feeny.ai/job/senior-revenue-architect-enterprise-gong-io-dublin-qddxmk8592t7) — Dublin, Ireland
- [Revenue Architect, Mid Market](https://feeny.ai/job/revenue-architect-mid-market-gong-io-dublin-8k3ed9xfq2v1) — Dublin, Ireland
- [Developer Experience (DevEx) Team Lead](https://feeny.ai/job/developer-experience-devex-team-lead-gong-io-tel-aviv-f4mp87cs4847) — Tel Aviv, Israel
- [GTM Compensation Leader](https://feeny.ai/job/gtm-compensation-leader-gong-io-new-york-r5stt373y8ds) — New York, NY / Salt Lake City, UT
- [IX Mid Market Revenue Architect](https://feeny.ai/job/ix-mid-market-revenue-architect-gong-io-austin-gt4h2z4reav1) — Austin, TX / Chicago, IL / New York, NY / Salt Lake City, UT / San Francisco, CA