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

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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