Enterprise Technical Support Analyst

Gainsight•USA - SC - Remote, SC

15h•$62,000 - $66,000•Remote

About The Position

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.

Requirements

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 Haves

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.

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.
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.