Associate Support Enablement Analyst
Job Description
We’re building the AI-driven future of customer success, from retention to growth!
Gainsight is the AI-powered retention engine behind the world’s most customer-centric companies. The Gainsight CustomerOS platform orchestrates the customer journey from onboarding to outcomes to advocacy. More than 2,000 companies trust Gainsight’s applications and AI agents to drive learning, adoption, community connection, and success for their customers. To explore how our suite of solutions is shaping the future of customer success, check out the link.
About This Role:
We’re looking for a full-time Associate Support Enablement Analyst to join our Support team reporting to the Support Supervisor This role is a remote role based in the USA.
In this role, you'll play a key role in helping customers achieve success on the Gainsight platform by diagnosing and resolving technical issues, managing customer expectations, and meeting SLA response and resolution targets across a global, geographically dispersed user base. This is a great opportunity for someone who thrives in a fast-paced, collaborative support environment and enjoys working cross-functionally with teams like L1, L2, and L3 Support, developers, and internal product teams. The ideal candidate brings strong skills in technical troubleshooting, clear written and verbal communication, and problem-solving.
What You'll Do:
Provide technical support to customers over phone and email via our ticketing system.
Diagnose and troubleshoot technical issues related to our systems, products, and services and escalate to internal team members when needed.
Document customer interactions using our ticketing system.
Manage customer expectations and serve as a liaison between our clients and internal departments.
Meet SLA response and resolution times by partnering within L1, L2 and L3 Support organizations.
Extensively research and document customer technical issues.
Remain current with company product updates and new features.
Partner with Technical Support team members on various strategic projects when needed.
The above is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business. This role may require occasional travel (around 5%) for team meetings, training, or company events.
What We're Looking For:
Must-have skills or experience:
Bachelor’s Degree in Computer Science or 2-3 years of related technical experience.
Excellent written and verbal communication skills required to explain technical concepts.
Excellent problem-solving, multitasking, and troubleshooting skills.
Nice-to-have skills or experience:
Experience with Salesforce Apps and Web applications.
Experience with SQL or equivalent.
Ability to understand database architecture.
Ability to understand relational databases.
Why You’ll Love It Here:
Gainsight is a place where innovation is shaped through collaboration, curiosity, and a shared focus on solving real-world problems. With a growing suite of products across customer success, product experience, community, education, and AI-powered relationship intelligence, we continue to evolve with the needs of our customers. When people with diverse strengths, a strong sense of community, and true passion for our mission come together, they drive greater impact and create lasting value. What underpins it all is a culture that offers the stability, trust, and support that people need - not just to do the job, but to show up as themselves and feel connected to the work they do. Gainsters love working here for several reasons. Here are a few:
Our Compensation and Benefits: At Gainsight, we believe great work happens when teammates feel fully supported.
The starting base salary range for this role is $55,000-$60,000 USD annually. Actual compensation may vary based on factors such as skills, experience, and location.
We offer a comprehensive benefits package including fully covered medical premiums (employee-only), flexible PTO, 401(k) plan, dental and vision coverage, and remote work options. Additional benefits include a $10,000 lifetime fertility stipend and access to coworking spaces around the globe. You'll also enjoy dedicated Recharge Holidays - one long weekend each quarter to relax and reset.
Our Core Values: We are guided by our values and our mission to be living proof you can win in business while being Human-First. Learn more here.
Our Growth Opportunities: From mentoring to career development opportunities, we’re passionate about helping our teammates learn, grow, and thrive.
Our Parody Videos: No explanation needed. Just watch them here!
If this sounds like the right role for you, we’d love to hear from you.
Additional Information:
We’re committed to creating an inclusive, fair, and transparent hiring process. As an equal opportunity employer, we celebrate diversity and are committed to creating a welcoming experience for all candidates.
If you require accommodations or have questions about how your personal data will be used during the hiring process, please contact [email protected].
If you are based in San Francisco, we will consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance.