[Remote] Associate Support Enablement Analyst

Note: The job is a remote job and is open to candidates in USA. Gainsight is an AI-powered retention engine behind customer-centric companies, seeking an Associate Support Enablement Analyst to join their Support team. In this role, you will help customers achieve success on the Gainsight platform by diagnosing and resolving technical issues, managing expectations, and ensuring timely responses across a global user base.ResponsibilitiesProvide technical support to customers over phone and email via our ticketing systemDiagnose and troubleshoot technical issues related to our systems, products, and services and escalate to internal team members when neededDocument customer interactions using our ticketing systemManage customer expectations and serve as a liaison between our clients and internal departmentsMeet SLA response and resolution times by partnering within L1, L2 and L3 Support organizationsExtensively research and document customer technical issuesRemain current with company product updates and new featuresPartner with Technical Support team members on various strategic projects when neededSkillsBachelor's Degree in Computer Science or 2-3 years of related technical experienceExcellent written and verbal communication skills required to explain technical conceptsExcellent problem-solving, multitasking, and troubleshooting skillsExperience with Salesforce Apps and Web applicationsExperience with SQL or equivalentAbility to understand database architectureAbility to understand relational databasesBenefitsFully covered medical premiums (employee-only)Flexible PTO401(k) planDental and vision coverageRemote work options$10,000 lifetime fertility stipendAccess to coworking spaces around the globeDedicated Recharge Holidays - one long weekend each quarter to relax and resetMentoringCareer development opportunitiesCompany OverviewGainsight 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 SponsorshipGainsight 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.