Note: The job is a remote job and is open to candidates in USA. Gainsight is the AI-powered retention engine behind the world’s most customer-centric companies. They are seeking a full-time Enterprise Technical Support Analyst to deliver world-class enterprise technical support by managing a portfolio of enterprise clients and resolving complex technical issues. The role involves building relationships with customers, providing timely updates, and contributing to documentation and reporting.
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
Skills
- 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
- 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
Benefits
- Eligible for an annual bonus
- Participation in Gainsights 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 to relax and reset
- Mentoring
- Career development opportunities
Company Overview
Gainsight is a technology company that offers a range of software for optimizing the customer experience and improving product analytics. It was founded in 2009, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is http://www.gainsight.com.Company H1B Sponsorship
Gainsight has a track record of offering H1B sponsorships, with 4 in 2025, 1 in 2024, 1 in 2023, 2 in 2022, 5 in 2021, 8 in 2020. Please note that this does not guarantee sponsorship for this specific role.