Enterprise Technical Support Analyst

Responsibilities

• 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.
• This role may require occasional travel (up to 10%) for team meetings, training, or company events.
• 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 Success Looks Like:
• Success in this role will be measured by outcomes such as:
• Customer satisfaction (CSAT) scores consistently meeting or exceeding team benchmarks across the assigned enterprise portfolio.
• Ticket resolution times within agreed SLA targets, with accurate queue prioritization and minimal escalation recurrence.
• Measurable contribution to self-service content in the Gainsight community and help centre, reducing inbound ticket volume.

Requirements

• Must-have skills or experience:
• 2-3+ years of technical support experience; experience with 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.
• Nice-to-have skills or experience:
• Prior experience in a customer-facing role within a SaaS or enterprise software environment.
• Experience with support ticketing systems and writing customer-facing technical documentation.
• Familiarity with the SkillJar platform or similar learning management /customer education tools.
• Why You'll Love It Here:
• 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 144,000 -158,000 PLN . Actual compensation may vary based on factors such as skills, experience, and location. In

Benefits

Additional Information

We're building the AI-driven future of customer success, from retention to growth! Gainsight is the AI-powered 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 Technical Support Analyst to join our Support team reporting to the Director, Support. This role is a remote role based in Poland. In this role, you'll play a key role in delivering world-class enterprise technical support to Gainsight's paid support customers by managing a portfolio of enterprise clients and owning complex technical and functional issues end-to-end, from initial report through resolution. This is a great opportunity for someone who thrives in a fast-paced, customer-focused environment and enjoys working cross-functionally with teams like Product, Engineering, and Customer Success. The ideal candidate brings strong skills in technical troubleshooting, customer relationship management, and escalation handling.

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