Enterprise Support Analyst

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 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.

What You'll Do: 

• Troubleshooting: Ability to analyze issues and ask questions to get to the true root cause of the incident. You’ll follow standardized hypothesis-driven processes to troubleshoot. 

• Queue Prioritization: Ability to prioritize tickets to effectively manage ticket queues. 

• Technical Aptitude: Ability to learn existing and new technologies related to the Gainsight product on an ongoing basis. 

• Effective Communication: Strong written/verbal communication skills and be able to clearly explain technical terms in a way easily understood by customers.

• Cross-functional collaboration: Ability to effectively collaborate with other teams to drive outcomes for clients.

• Proactive Support: Ability to take ownership of proactive support activities for assigned enterprise accounts. 

• Escalation Management: Ability to effectively manage escalations that result from support issues for assigned accounts. 

• Driving Effective Meetings: Agent will facilitate and lead client meetings around support activities. 

• Building Trusting Relationships: Ability to create long-lasting, collaborative, and trusting client relationships with key strategic clients in order to provide them the best support experience possible. 

• Time Management: Ability to effectively manage time across ticket obligations, Enterprise Support driven tasks, and team obligations. 

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.

This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business. This role will require occasional travel for team meetings, training, or company events.

What We're Looking For: 

• 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 technica