Enterprise Technical Support Analyst

GainsightGainsight·Remote(POL - Wrocław)
Support

WFA Digital Insight

As the demand for technical support specialists in the SaaS industry grew 27% in 2025, companies like Gainsight are looking for experts who can deliver world-class customer experiences. With over 2,000 companies trusting Gainsight's AI-powered retention engine, this role offers a unique chance to work with a market leader. Candidates should be prepared to showcase their technical troubleshooting skills, customer relationship management abilities, and experience working in fast-paced environments. Before applying, it's essential to understand the current remote job market and the skills required to succeed in this role.

Job Description

About the Role

The Enterprise Technical Support Analyst will play a crucial role in delivering top-notch technical support to Gainsight's paid support customers. As a key member of the Support team, this position will involve managing a portfolio of enterprise clients, troubleshooting complex technical issues, and collaborating with cross-functional teams like Product, Engineering, and Customer Success. Gainsight is the AI-powered retention engine behind some of the world's most customer-centric companies, and its CustomerOS platform orchestrates the customer journey from onboarding to outcomes. With a strong focus on innovation and customer satisfaction, Gainsight is an excellent fit for professionals who thrive in fast-paced, dynamic environments. The ideal candidate will have a strong technical background, excellent communication skills, and experience working in a customer-facing role.

What You Will Do

  • Build and maintain trusted relationships with enterprise customers, delivering world-class front-line support experiences
  • Own customer technical issues end-to-end, from initial report through to resolution
  • Provide timely, clear progress updates to internal teams and customers throughout the resolution process
  • Contribute to the Gainsight community by authoring product how-to guides, technical configuration documentation, best practices, and help centre content
  • Review and elevate content created by team members to maintain quality standards
  • Create management reports and dashboards on pending technical issues, offering insights into platform quality and stability
  • Provide strategic input to inform development infrastructure, technical processes, and the product roadmap
  • Proactively manage support activities and escalations for assigned enterprise accounts
  • Facilitate and lead effective client meetings focused on support activities and outcomes

What We Are Looking For

  • 2–3+ years of technical support experience, with experience in Zendesk strongly preferred
  • Demonstrated ability to troubleshoot complex technical issues using a structured, hypothesis-driven approach
  • Strong written and verbal communication skills with the ability to translate technical concepts for non-technical audiences
  • Proven ability to manage multiple concurrent tasks, prioritize effectively, and work independently with minimal supervision
  • Knowledge of web technologies including HTML, CSS, JavaScript, APIs, and web debugging tools
  • Experience working in a customer-facing role within a SaaS or enterprise software environment
  • Familiarity with support ticketing systems and writing customer-facing technical documentation

Nice to Have

  • Prior experience in a SaaS or enterprise software environment
  • Experience with AI-powered customer success platforms
  • Familiarity with SkillJar or similar training platforms

Benefits and Perks

  • Competitive salary and benefits package
  • Opportunity to work with a market-leading AI-powered retention engine
  • Collaborative, dynamic work environment with a strong focus on innovation and customer satisfaction
  • Professional development opportunities, including training and conference attendance
  • Flexible working hours and remote work options
  • Access to cutting-edge technologies and tools
  • Recognition and reward programs for outstanding performance
  • Comprehensive health and wellness programs
  • Generous paid time off and holiday allowances
  • Remote work stipend and equipment allowance

How to Stand Out

  • Tip: Showcase your technical troubleshooting skills by providing specific examples of complex issues you've resolved in the past.
  • When applying, highlight your experience working with support ticketing systems and writing customer-facing technical documentation.
  • To stand out, demonstrate your ability to work independently and manage multiple concurrent tasks with minimal supervision.
  • Prepare to discuss your knowledge of web technologies, including HTML, CSS, JavaScript, APIs, and web debugging tools.
  • When negotiating salary, consider the company's overall benefits package and opportunities for professional growth.
  • Be prepared to provide examples of how you've contributed to a community or authored technical content in the past.
  • Research Gainsight's AI-powered retention engine and be prepared to discuss how you can contribute to its continued success.

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