• Provide Tier 1 technical support for end users via ticketing systems, phone, email, and remote support tools. • Troubleshoot and resolve issues related to: Microsoft 365 applications and services • Windows 11 operating systems • MacBook and Dell endpoint devices • User account access and authentication • Basic endpoint and application issues • Administer user accounts and permissions within JumpCloud. • Support password resets, account provisioning, deprovisioning, and user lifecycle activities. • Assist with endpoint monitoring, patching, and device management through JumpCloud. • Support Microsoft Entra ID-connected environments and assist with identity-related troubleshooting. • Document incidents, requests, and resolutions within the ticketing platform. • Escalate complex issues to senior technical teams when appropriate. • Assist with workstation deployments, hardware replacements, and onboarding activities. • Support continuous improvement efforts related to service delivery and user experience.

• Provide advanced technical support for escalated issues (Tier 2) • Troubleshoot and resolve issues related to: macOS (Apple environments), Networking (VPNs, connectivity), Google Workspace and Microsoft 365 SaaS platforms • Document solutions clearly and in a reusable format • Collaborate with Tier 1 and Tier 3 teams to resolve complex issues • Support onboarding processes: Device setup and configuration, Account provisioning and access management • Manage endpoint tools (MDM) such as Jamf, Intune, or similar • Coordinate laptop logistics and device lifecycle • Support monitoring, patching, and system maintenance tasks • Work with security tools (Okta, Entra ID, SentinelOne, etc.) • Participate in vulnerability remediation processes • Assist in backup testing and maintenance routines • Act as the main point of contact for end users • Communicate solutions in a clear, friendly, and non-technical language • Set expectations regarding timelines and updates proactively • Own the full ticket lifecycle from start to resolution • Handle frustrated or non-technical users with patience and empathy

• Drive modernization, scalability, and innovation across the Encounter Management ecosystem • Lead a cross-functional engineering team delivering encounter processing capabilities • Define and execute a multi-year technology roadmap for Encounters IT • Lead cloud adoption (Azure/AWS), microservices, API-first, and event-driven architecture initiatives • Partner and collaborate closely with EDI teams for accurate transmission of encounters • Ensure adherence to state and federal regulatory requirements • Implement Site Reliability Engineering (SRE) practices including monitoring and automation • Act as a trusted technology partner to business, compliance, EDI, and integration teams • Build and lead a high-performing engineering team focused on innovation and delivery excellence

• Revenue Transformation Strategy: Partner with senior GTM leaders to design and execute strategies that modernize their revenue operations through Gong’s AIOS • Workflow Architecture: Map current-state customer processes to AI-driven workflows that translate to revenue outcomes • Adoption and Change Management: Execute adoption initiatives that drive behavior change and embed Gong into daily team rhythms • Value Realization: Use data-driven insights to quantify measurable business outcomes that demonstrate Gong’s ROI and strategic value • Renewal and Expansion Management: Own the renewal strategy and execution, partnering with cross-functional teams on growth • Cross-Functional Collaboration: Partner with internal teams to ensure an exceptional customer experience throughout the entire customer journey