Enterprise Technical Support Analyst
WFA Digital Insight
As demand for AI-driven customer success solutions grows, so does the need for skilled technical support analysts. With a 25% increase in SaaS adoption in 2025, companies like Gainsight are leading the charge. This role stands out for its focus on delivering world-class support experiences and its potential for growth within a fast-paced, customer-centric environment. Candidates should be prepared to showcase their technical troubleshooting skills, customer relationship management abilities, and experience working in a remote setting. With the right skills and mindset, this role can be a launching pad for a successful career in tech support.
Job Description
About the Role
The Enterprise Technical Support Analyst role at Gainsight is a critical component of the company's customer success strategy. As a key member of the Support team, you will be responsible for delivering top-notch technical support to Gainsight's paid support customers, managing a portfolio of enterprise clients, and owning complex technical and functional issues from start to finish. You will work closely with cross-functional teams, including Product, Engineering, and Customer Success, to ensure seamless communication and issue resolution.The ideal candidate will have a strong technical background, excellent communication skills, and a customer-centric approach. You will be expected to build and maintain trusted relationships with enterprise customers, providing timely and clear progress updates throughout the resolution process. Your ability to work independently, prioritize tasks effectively, and manage multiple concurrent projects will be essential to success in this role.
Gainsight's CustomerOS platform is at the forefront of the customer success industry, and this role offers a unique opportunity to be part of a cutting-edge company. With over 2,000 companies trusting Gainsight's applications and AI agents, the potential for growth and professional development is substantial.
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
- Collaborate with cross-functional teams to ensure seamless communication and issue resolution
What We Are Looking For
- 2-3+ years of technical support experience, with a preference for experience with Zendesk
- 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
- Strong analytical and problem-solving skills, with attention to detail and a customer-centric approach
Nice to Have
- Prior experience with AI-driven customer success solutions
- Familiarity with Gainsight's CustomerOS platform
- Experience with data analysis and reporting tools
- Certification in technical support or a related field
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a cutting-edge company in the customer success industry
- Collaborative and dynamic work environment
- Professional development opportunities, including training and education programs
- Flexible work arrangements, including remote work options
- Access to the latest technology and tools
- Recognition and reward programs for outstanding performance
- Comprehensive health and wellness programs,
How to Stand Out
- Develop a strong understanding of web technologies, including HTML, CSS, JavaScript, and APIs, to effectively troubleshoot technical issues.
- Showcase your experience with support ticketing systems, such as Zendesk, and demonstrate your ability to manage multiple concurrent projects.
- Highlight your customer-centric approach and ability to communicate complex technical concepts to non-technical audiences.
- Be prepared to provide examples of your problem-solving skills and analytical thinking, and demonstrate your ability to work independently with minimal supervision.
- Research Gainsight's CustomerOS platform and be prepared to discuss its features and benefits, as well as your experience with AI-driven customer success solutions.
- Tailor your application materials, including your resume and cover letter, to the specific requirements of the role and highlight your relevant skills and experience.
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