[Remote] Enterprise Technical Support Analyst

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

Company H1B Sponsorship