Enterprise Support Analyst

Gainsight

9d•$60,000 - $64,000•Remote

About The Position

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 Senior Enterprise Support Analyst to join our Support team reporting to the Enterprise Support Manager. This role is a remote role based in The United States. In this role, you’ll play a key role in driving customer success and retention by providing high-touch, enterprise-level technical support to Gainsight’s strategic customers. You’ll do this by owning complex customer issues end to end, acting as a named escalation point, and proactively managing support activities across a portfolio of enterprise accounts. This is a great opportunity for someone who thrives in a fast-paced, customer-facing environment and enjoys working cross-functionally with teams like Product, Engineering, TechOps, Customer Success, and L2 Support. The ideal candidate brings strong skills in technical troubleshooting, customer communication, and escalation management.

Requirements

Bachelor’s Degree in Computer Science or related technical experience.
Must have 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.

Nice To Haves

Experience with Salesforce Apps and Web applications.
Experience with SQL or equivalent.
Ability to understand database architecture.
Ability to understand relational databases.

Responsibilities

Build relationships with existing customers and deliver world class front-line support
Own customer technical issues from initial report to resolution
Listen to customers to gather the required information to handle customer requests
Provide timely status updates, issue resolutions, and step-by-step instructions on usability questions.
Research and document customer technical issues.
Collaborate with other support team members to properly manage customer inquiries and escalate when appropriate.
Work closely with various teams including L2 support, techops, product, engineering, onboarding, and customer success to drive outcomes for clients.
Stay current with system changes and product updates.

Benefits

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.

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