Enterprise Technical Support Analyst

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🔥 0 minutes ago

🔔 Pennsylvania, Rhode Island, +3 more states – Remote

🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote

💵 $62k - $66k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

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Gainsight

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2013

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

SaaS • B2B • Artificial Intelligence

Gainsight is a leader in the field of Customer Success Platforms, recognized in the 2024 Gartner® Magic Quadrant. It offers a comprehensive suite of products designed to enhance customer engagement, drive retention, and expand business growth. Gainsight's platform provides real-time, AI-powered insights across customer interactions, enables digital-led strategies for customer success, and enhances user adoption through in-app engagements and product analytics. The company aims to consolidate customer data, align business teams, and create efficient customer communities. With a focus on scaling customer journeys using AI while maintaining human elements, Gainsight serves a wide range of industries through its customer success management solutions.

📋 Description

• 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

• 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

• 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