About Gainsight:
Gainsight is the 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 Manager, Enterprise Support. This role is a remote role based in the United States, and requires someone to work eastern time zone hours.
In this role, you’ll play a key role in managing a portfolio of paid support clients in the Gainsight customer base by helping our customers achieve success using our suite of Customer Success products. The role involves building relationships, handling and resolving complex technical and functional queries from customers of all sizes, and managing escalations/risks as needed.
This is a great opportunity for someone who thrives in a fast-paced and collaborative environment and enjoys working cross-functionally with teams like Engineering, Product, and Customer Success. The ideal candidate brings strong skills in customer relations, technical acumen and task prioritization.
What You'll Do:
Troubleshooting: Ability to ask the right questions to get to the true root cause of the incident, follows 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 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 is effectively facilitating and leading client meetings around support activities.
Building Trusting Relationships: Ability to create long-lasting, collaborative, 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.
This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business.
What We're Looking For:
5+ years of related experience and a Bachelors Degree (or equivalent experience)
2-3 years minimum technical support requirements (Zendesk is preferred).
Previous support experience, or other relevant technical experience (bonus points if experienced with Jira / Zendesk combination).
REST API experience - writing + consuming API calls and responses.
Knowledge of the different forms of HTTP request methods and error codes.
MySQL Database management experience - ability to locate, report + present data.
Ability to write technical and non technical documentation, preferred.
Working effectively in a fast-paced, dynamic environment juggling multiple ongoing items.
Experience handling 20+ tickets per week through a support platform. (Bonus Points)
Why You’ll Love It Here
Gainsight is a place where innovation is shaped through collaboration, curiosity, and a shared focus on solving real-world problems. With a growing suite of products across customer success, product experience, community, education, and AI-powered relationship intelligence, we continue to evolve with the needs of our customers. When people with diverse strengths, a strong sense of community, and true passion for our mission come together, they drive greater impact and create lasting value. What underpins it all is a culture that offers the stability, trust, and support that people need - not just to do the job, but to show up as themselves and feel connected to the work they do. Gainsters love working here for several reasons. Here are a few:
Our Compensation and Benefits: At Gainsight, we believe great work happens when teammates feel fully supported.
The starting base salary range for this role is $43,400-$58,364 USD annually. Actual compensation may vary based on factors such as skills, experience, and location. In addition to base pay, this role is eligible for an annual bonus and participation in Gainsight’s equity program.
We offer a comprehensive benefits package including fully covered medical premiums (employee-only), flexible PTO, 401(k) plan, dental and vision coverage, and remote work options. Additional benefits include a $10,000 lifetime fertility stipend and access to coworking spaces around the globe. You'll also enjoy dedicated Recharge Holidays - one long weekend each quarter to relax and reset.
Our Core Values: We are guided by our values and our mission to be living proof you can win in business while being Human-First. Learn more here.
Our Growth Opportunities: From mentoring to career development opportunities, we’re passionate about helping our teammates learn, grow, and thrive.
Our Parody Videos: No explanation needed. Just watch them here!
If this sounds like the right role for you, we’d love to hear from you.
Additional Information:
We’re committed to creating an inclusive, fair, and transparent hiring process. As an equal opportunity employer, we celebrate diversity and are committed to creating a welcoming experience for all candidates.
If you require accommodations or have questions about how your personal data will be used during the hiring process, please contact [email protected].
If you’re applying for a role through an Employer of Record (EOR) or contractor arrangement, please note that employment terms and benefits are managed by the EOR or may not apply to non-EOR contractors.
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