Technical Account Specialist

Gong is investing in a world-class Premium Support experience, and the Technical Account Specialist (TAS) team is a core extension of that mission. This is not your typical support role. TASs are technical experts with the customer acumen and systems thinking needed to guide customers — Premium and non-Premium alike — through complex, high-impact technical scenarios.

Unlike a traditional TAM, this role is pooled and temporary rather than dedicated — but the impact is just as strategic. You'll work across customers, products, and functions to deliver technical insights, provide consultative best-practice guidance, and act as the connective tissue between Gong's customers and our Product and R&D teams.

• Serve as a technical advisor for both Premium and non-Premium customers, delivering consultative best-practice guidance on product capabilities, integration health, and configuration — engaging on a temporary, ad-hoc basis rather than owning an ongoing book of business.
• Lead scoped, time-bound technical advisory engagements from discovery through closure: clarifying the customer's objective, gathering relevant examples, aligning stakeholders, documenting recommendations, and confirming outcomes.
• Translate complex technical challenges into customer outcomes by identifying adoption blockers, recommending configuration changes or workarounds, and helping customers optimize high-impact workflows.
• Partner cross-functionally with Customer Success (known as RAs, Revenue Architects, at Gong), Professional Services, Product, and R&D — using sound judgment to distinguish technical advisory needs from break-fix issues, product gaps, and Professional Service-scoped engagements.
• Own and deliver technical health reviews, including analysis of ticket trends, configuration audits, and recommendations for improvement.
• Build and share reusable technical knowledge by documenting patterns, surfacing product and documentation gaps, and contributing to playbooks, enablement, and internal technical guidance.
• Support customer requests such as security questionnaires, custom development updates, and 3rd-party integration guidance.
• 3–5+ years in a technical customer-facing role (e.g., TSE, TAM, Solutions Engineer, or similar)
• Strong technical acumen and curiosity — able to understand system architecture, APIs, integrations, and troubleshooting workflows
• Excellent communication and customer engagement skills, especially in high-stakes or urgent situations
• Experience working with enterprise customers and cross-functional teams (especially Product, Engineering, Customer Success, and Professional Services)
• Proven ability to quickly build credibility and trust with customers without the benefit of an ongoing, dedicated relationship
• Comfort context-switching across a pooled portfolio of customers and shifting priorities, rather than managing a fixed book of business
• Ability to strategically leverage AI/LLM tools to synthesize technical information, accelerate health reviews, and produce clear customer-facing insights at pace
• Proven ability to translate technical details into clear, actionable next steps for non-technical stakeholders
• Comfort operating in a fast-paced, high-growth environment — with a bias for clarity, ownership, and collaboration
• Work from home stipend to help you succeed in a remote environment.

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