Enterprise Technical Support Analyst

About the 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.

Responsibilities

• 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.
• Create management reports and dashboards on pending technical issues, offering insights into platform quality and stability.
• Proactively manage support activities and escalations for assigned enterprise accounts.
• Facilitate and lead effective client meetings focused on support activities and outcomes.

Requirements

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.

Qualifications

• 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.

Skills

The ideal candidate should bring strong skills in technical troubleshooting, customer relationship management, and escalation handling.

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.