Enterprise Support Analyst - Remote

Overview

The Enterprise Support Analyst at Gainsight plays a crucial role in driving customer success and retention by providing high-touch, enterprise-level technical support to strategic customers.

In Short

• Provide high-touch technical support to enterprise customers.
• Own complex customer issues from initial report to resolution.
• Collaborate with cross-functional teams to drive customer outcomes.
• Manage ticket queues and prioritize support requests.
• Facilitate client meetings around support activities.
• Build trusting relationships with key strategic clients.
• Stay current with system changes and product updates.
• Document customer technical issues and resolutions.
• Participate in occasional travel for team meetings and training.
• Contribute to a culture of innovation and collaboration.

Requirements

• Bachelor’s Degree in Computer Science or related technical experience.
• 2 – 4 years of relevant experience in technical support.
• Excellent ability to learn and articulate technical concepts.
• Strong written and verbal communication skills.
• Experience with Salesforce Apps and web applications is a plus.
• Understanding of SQL and relational databases is advantageous.

Benefits

• Starting base salary range of $60,000 – $64,000 annually.
• Eligible for annual bonus and equity program participation.
• Comprehensive benefits package including medical, dental, and vision coverage.
• Flexible PTO and remote work options.
• Access to coworking spaces and a lifetime fertility stipend.
• Dedicated Recharge Holidays for relaxation and reset.