Manager, Technical Support
HybridPosted July 26, 2026
About the role
Gong is seeking a Manager, Technical Support to lead and grow our Dublin-based support team in a fast-paced, hybrid SaaS environment. Based in our Dublin hub, you will empower your team to deliver proactive, consultative support to a global customer base and build a scalable function that delivers exceptional customer outcomes.
Responsibilities
Qualifications:
- Lead a multi-tier team of Technical Support Associates and Technical Support Engineers serving Europe, Asia, and the US.
- Manage day-to-day escalations with tact and urgency; own high-priority customer issues.
- Collaborate with external vendor operations to ensure alignment with Gong’s workflows, quality standards, and culture.
- Drive enablement and training, onboarding, and ongoing development to accelerate product and technical expertise.
- Recruit and onboard to scale the Dublin-based hub while maintaining high talent standards.
- Monitor KPIs and SLAs (CSAT, First Contact Resolution, Time to Resolution) and push for continuous improvement.
- Champion process improvements and best practices to boost productivity and improve the customer experience.
- 3+ years of experience leading a Technical Support, Customer Success, or similar customer-facing team in a fast-paced B2B SaaS environment.
- Proven ability to handle critical, time-sensitive escalations with professionalism.
- Experience managing multi-tier support teams combining frontline associates and higher-tier engineers.
- Data-driven approach to performance with experience analyzing SLAs, KPIs, CSAT, and trend analysis.
- Global support experience acro
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