[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.ResponsibilitiesBuild and maintain trusted relationships with enterprise customers, delivering world-class front-line support experiencesOwn customer technical issues end-to-end, from initial report through to resolutionProvide timely, clear progress updates to internal teams and customers throughout the resolution processContribute to the Gainsight community by authoring product how-to guides, technical configuration documentation, best practices, and help centre contentReview and elevate content created by team members to maintain quality standardsCreate management reports and dashboards on pending technical issues, offering insights into platform quality and stabilityProvide strategic input to inform development infrastructure, technical processes, and the product roadmapProactively manage support activities and escalations for assigned enterprise accountsFacilitate and lead effective client meetings focused on support activities and outcomesSkills2–3+ years of technical support experience; experience with Zendesk strongly preferredDemonstrated ability to troubleshoot complex technical issues using a structured, hypothesis-driven approachStrong written and verbal communication skills with the ability to translate technical concepts for non-technical audiencesProven ability to manage multiple concurrent tasks, prioritize effectively, and work independently with minimal supervisionKnowledge of web technologies including HTML, CSS, JavaScript, APIs, and web debugging toolsPrior experience in a customer-facing role within a SaaS or enterprise software environmentExperience with support ticketing systems and writing customer-facing technical documentationFamiliarity with the SkillJar platform or similar learning management / customer education toolsBenefitsEligible for an annual bonusParticipation in Gainsights equity programFully 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.