Enterprise Technical Support 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 Enterprise Technical Support Analyst to join our Support team reporting to the Senior Manager, Enterprise Support. This role is a remote role based in the USA.
In this role, you'll play a key role in delivering world-class enterprise technical support to Gainsight's paid support customers by managing a portfolio of enterprise clients and owning complex technical and functional issues end-to-end, from initial report through resolution. This is a great opportunity for someone who thrives in a fast-paced, customer-focused environment and enjoys working cross-functionally with teams like Product, Engineering, and Customer Success. The ideal candidate brings strong skills in technical troubleshooting, customer relationship management, and escalation handling.
What You'll Do:
Build and maintain trusted relationships with enterprise customers, delivering world-class front-line support experiences.
Own customer technical issues end-to-end, from initial report through to resolution.
Provide timely, clear progress updates to internal teams and customers throughout the resolution process.
Contribute to the Gainsight community by authoring product how-to guides, technical configuration documentation, best practices, and help centre content.
Review and elevate content created by team members to maintain quality standards.
Create management reports and dashboards on pending technical issues, offering insights into platform quality and stability.
Provide strategic input to inform development infrastructure, technical processes, and the product roadmap.
Proactively manage support activities and escalations for assigned enterprise accounts.
Facilitate and lead effective client meetings focused on support activities and outcomes.
This role may require occasional travel (up to 10%) for team meetings, training, or company events.
This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business.
What Success Looks Like
Success in this role will be measured by outcomes such as:
Customer satisfaction (CSAT) scores consistently meeting or exceeding team benchmarks across the assigned enterprise portfolio.
Ticket resolution times within agreed SLA targets, with accurate queue prioritization and minimal escalation recurrence.
Measurable contribution to self-service content in the Gainsight community and help centre, reducing inbound ticket volume.
What We're Looking For:
Must-have skills or experience:
2–3+ years of technical support experience; experience with Zendesk strongly preferred.
Demonstrated ability to troubleshoot complex technical issues using a structured, hypothesis-driven approach.
Strong written and verbal communication skills with the ability to translate technical concepts for non-technical audiences.
Proven ability to manage multiple concurrent tasks, prioritize effectively, and work independently with minimal supervision.
Knowledge of web technologies including HTML, CSS, JavaScript, APIs, and web debugging tools.
Nice-to-have skills or experience:
Prior experience in a customer-facing role within a SaaS or enterprise software environment.
Experience with support ticketing systems and writing customer-facing technical documentation.
Familiarity with the SkillJar platform or similar learning management / customer education tools.
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 $62,000 – $66,000 USD annually. Actual compensation may vary based on factors such as skills, experience, and location. In addition to base pay, this role is eligible for an annual bonus and participation in Gainsight’s equity program.
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.