Enterprise Technical Support Analyst

Gainsight

Enterprise Technical Support Analyst providing technical support for enterprise clients at Gainsight. Managing technical issues and enhancing customer satisfaction through relationship building.

Posted 6/19/2026full-timeRemote • Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas • 🇺🇸 United StatesJuniorMid-Level💰 $62,000 - $66,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supporttroubleshootingHTMLCSSJavaScriptAPIsweb debugging tools

Soft Skills

communicationrelationship buildingproblem-solvingprioritizationindependenceteam collaboration