Job Description:

Why Gainsight?

We are ranked #1 on Glassdoor’s 2023 Best Place to Work List. Here’s why.

At Gainsight, our mission is to be living proof you can win in business while being human-first.

Our industry-leading platform helps companies of all sizes and industries build durable businesses. Gainsight offers a powerful set of customer success, product, and community engagement solutions that enable businesses to scale efficiently, create alignment, and have a holistic view of their customers—all of which help increase product adoption, prevent churn, and grow renewals and expansions. Our software is used by hundreds of companies, including nearly 200 publicly traded organizations and industry leaders such as GE Digital, SAP Concur, and Box. We have offices in the US, UK, Netherlands, Israel, Japan, and India.

Gainsight joined the Vista Equity Partners portfolio in 2020. In 2021, we won their Excellence in Engineering award in recognition of our product and engineering advancements.

Gainsight has also been named one of the top 100 private cloud companies in the world by Forbes, one of the fastest-growing private companies in America by Inc. Magazine, and one of 20 Great Workplaces in Tech by Fortune Magazine.

With diversity and inclusion at the forefront of our values, we promote a culture that celebrates diversity and inclusiveness regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age.

Job Description

We are seeking out a Technical Support Analyst who will be responsible for working with end users to resolve simple to complex technical issues in a geographically dispersed environment. As a member of the support team you will be responsible for providing high-quality technical support for the Gainsight platform to customers, developers, and prospects globally. You will utilize email, phone interactions, chats, and desktop sharing with customers which is all tracked via our ticketing system. The fundamental goal of this position is to help our customers achieve success using our Gainsight platform.

Compensation: $56 - 66k Annual salary with 5% corporate bonus.

What You'll Do

• Provide technical support to customers via phone, email, and chat channels.

• Diagnose and troubleshoot technical issues related to our systems, products and services and escalate to internal teams.

• Document customer interactions using our proprietary ticketing system.

• Manage customer expectations and serve as liaison between clients and internal departments.

• Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations.

• Extensively research and document customer technical issues

• Remain current with company product updates and new features.

• Partner with Technical Support team members on various strategic projects when needed

Required skills

What We're Looking For

• Technical degree in a related field or equivalent work experience. 2-3 years of experience in a technical support role.

• Excellent communication skills.

• Exceptional problem-solving, multitasking, and troubleshooting skills.

• Ability to work effectively in a fast-paced, team-oriented tech environment.

• Proven ability to comprehend technical issues, from simple to complex.

• Demonstrated experience with Google Suite (or similar) applications.

• Experience working with a ticketing system structure (Zendesk preferred)

• Experience working with relational databases

• Experience with SQL

Why You’ll Love It Here

Your job shouldn’t stand in the way of your happiness—it should be a path to achieve it. At Gainsight, we’re passionate about achieving our goals—at the office and everywhere—and we work every day to create an environment that nurtures our best selves.

Gainsters love working here for several reasons. Here are a few:

• Our Core Values: We are guided by our values on our mission to be living proof you can win in business while being human-first. Learn more here.

• Our CEO: With a 99% approval rating on Glassdoor, Nick Mehta is one of the most beloved CEOs in Silicon Valley.

• Our Growth Opportunities: From mentoring to career development opportunities, we’re passionate about helping our Gainsters learn, grow and thrive.

• Our Teammate Resource Groups: A huge source of pride for Gainsight, these groups are on a mission to put our values into action and make Gainsight a great place to work for all.

• Our Wellness Priorities: Monthly Recharge Days that re-energize us.

• Our Parody Videos: No explanation needed. Just watch them here!

#LI-REMOTE

#TechnicalSupport

By joining the Gainsight team, you’ll have a unique opportunity to make your mark at a truly human-first company and have loads of fun doing it. Come join us!

Job Description Summary

We are seeking out a Technical Support Analyst who will be responsible for working with end users to resolve simple to complex technical issues in a geographically dispersed environment. As a member of the support team you will be responsible for providing high-quality technical support for the Gainsight platform to customers, developers, and prospects globally. You will utilize email, phone interactions, chats, and desktop sharing with customers which is all tracked via our ticketing system. The fundamental goal of this position is to help our customers achieve success using our Gainsight platform.