Gainsight is seeking an Enterprise Support Analyst to deliver high-touch, enterprise-level technical support to our strategic customers. In this role, you will own complex customer issues from start to finish, serve as a named escalation point, and proactively manage support activities across a dedicated portfolio of accounts.
What You'll Do
- Build relationships with existing customers and deliver front-line support.
- Own customer technical issues from initial report through to resolution.
- Listen to customers to gather required information for handling requests.
- Provide timely status updates, issue resolutions, and step-by-step instructions.
- Research and document customer technical issues.
- Collaborate with other support team members to manage inquiries and escalate when appropriate.
- Work cross-functionally with L2 support, techops, product, engineering, onboarding, and customer success to drive outcomes.
- Stay current with system changes and product updates.
- Facilitate and lead client meetings around support activities.
- Effectively manage time across ticket obligations, Enterprise Support tasks, and team obligations.
What We're Looking For
- Bachelor’s Degree in Computer Science or related technical experience.
- 2 – 4 years of relevant experience in technical support.
- Excellent ability to learn and articulate technical concepts.
- Excellent written and verbal communication skills required to explain technical concepts.
- Ability to analyze issues and ask questions to get to the true root cause.
- Ability to prioritize tickets to effectively manage ticket queues.
- Ability to learn existing and new technologies related to the Gainsight product.
- Ability to effectively collaborate with other teams to drive outcomes.
- Ability to take ownership of proactive support activities for assigned accounts.
- Ability to effectively manage escalations for assigned accounts.
- Ability to create long-lasting, collaborative, and trusting client relationships.
- Ability to effectively manage time across obligations.
Nice to Have
- Experience with Salesforce Apps and Web applications.
- Experience with SQL or equivalent.
- Ability to understand database architecture.
- Ability to understand relational databases.
Technical Stack
- Salesforce Apps
- Web applications
- SQL
Team & Environment
You will join the Support team, reporting to an Enterprise Support Manager.
Benefits & Compensation
- Salary: $60,000 – $64,000 USD annually
- Equity: Participation in Gainsight’s equity program
- Fully covered medical premiums (employee-only)
- Flexible PTO
- 401(k) plan
- Dental and vision coverage
- Remote work options
- $10,000 lifetime fertility stipend
- Access to coworking spaces around the globe
- Dedicated Recharge Holidays - one long weekend each quarter
Work Mode
This is a remote position open to candidates located in the United States.
As an equal opportunity employer, we celebrate diversity and are committed to creating a welcoming experience for all candidates.
