Enterprise Support Analyst - Remote

Overview

The Enterprise Support Analyst will manage a portfolio of paid support clients, helping them achieve success with Gainsight's Customer Success products while collaborating with various teams.

In Short

• Remote role based in the United States.
• Manage a portfolio of paid support clients.
• Handle complex technical and functional queries.
• Collaborate with Engineering, Product, and Customer Success teams.
• Strong customer relations and technical skills required.
• Proactive support for assigned enterprise accounts.
• Effective communication skills needed.
• Manage escalations and risks as necessary.
• 5+ years of related experience required.
• Knowledge of Zendesk and REST API preferred.

Requirements

• Bachelor's Degree or equivalent experience.
• 2-3 years minimum technical support experience.
• Experience with Jira/Zendesk preferred.
• MySQL Database management experience.
• Ability to write technical and non-technical documentation.
• Experience handling 20+ tickets per week.
• Ability to prioritize and manage time effectively.
• Strong troubleshooting skills.
• Effective meeting facilitation skills.
• Ability to build trusting relationships with clients.

Benefits

• Starting base salary range of $43,400-$58,364 annually.
• Eligibility for an annual bonus.
• Participation in Gainsight’s equity program.
• Comprehensive benefits package including medical, dental, and vision coverage.
• Flexible PTO and 401(k) plan.
• $10,000 lifetime fertility stipend.
• Access to coworking spaces globally.
• Dedicated Recharge Holidays each quarter.
• Opportunities for career development and mentorship.
• A culture that values innovation and collaboration.