Lead 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 Technical Support Analyst to join our Support team reporting to the Senior Manager, Support. This role is a hybrid role based out of our Wroclaw, Poland location.

In this role, you’ll play a key role in being the first point of contact for customer questions, issues, or inquiries. By way of helping with technical problems; you will triage the issue, assess its priority, propose a solution, and, if necessary, write a technical report to escalate to the Level 2 team. This is a great opportunity for someone who thrives in a technical environment, and is a great entry level position designed for candidates interested in advancing to a Level 2 support role or transitioning into other technical or customer-facing positions within the organisation.

You will work cross-functionally with teams like Engineering, Product, Onboarding and Management. The ideal candidate brings strong skills in technical web technology debugging / triage, an analytical mindset and you will articulate and explain software-related and technical concepts to colleagues and customers.

What You'll Do:

• Provide technical support for bugs and incidents, including client intake, researching and testing issues, and creating technical tickets for development teams.

• Ensure that customer requests, tasks, and issues are addressed and triaged within the agreed SLA times.

• Aim for high customer satisfaction ratings on proposed solutions, as measured through customer surveys.

• Help debug technical issues by reading and fixing code, generating custom reports and reading from logs.

• Act as the primary contact for existing clients and various internal teams regarding product-related questions (utilising Zendesk).

• Continually provide feedback to internal teams and clients on progress made.

• Review content from team members and adapt it to meet our high standards.

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 We're Looking For:

• 2-3 years of relevant experience and a degree in Computer Science or related technical discipline (or equivalent combination of education and experience), required.

• Proficiency in English; with the ability to communicate fluently at various levels with end-users, project managers, and business owners is required.

Must-have skills or experience:

• Excellent ability to learn and articulate software-related and technical concepts.

• Knowledge of web technologies and web applications/hosting technologies, including experience with HTML, CSS, JavaScript, web debugging, and APIs.

• Ability to manage multiple ongoing tasks simultaneously.

• Strong writing skills and experience in writing documentation.

• Self-driven, motivated, and able to work independently with minimal supervision.

Optional must-have skills:

• Previous experience with support ticketing systems and technical customer support (preferably using Zendesk).

• Experience in a customer-facing role.

• Self-discipline and a structured personality to produce results without micromanagement.

Why You’ll Love It Here

Gainsight is a place where innovation is shaped through collaboration, curiosity, and a shared focus on solving real-world problems. With a growing suite of products across customer success, product experience, community, education, and AI-powered relationship intelligence, we continue to evolve with the needs of our customers. When people with diverse strengths, a strong sense of community, and true passion for our mission come together, they drive greater impact and create lasting value. What underpins it all is a culture that offers the stability, trust, and support that people need - not just to do the job, but to show up as themselves and feel connected to the work they do. Gainsters love working here for several reasons. Here are a few:

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 PLN 7167-8333 monthly. Actual compensation may vary based on factors such as skills, experience, and location. In addition to base pay, this role is eligible for an annual bonus and participation in Gainsight’s equity program.

• We offer a comprehensive benefits package including premium private medical care with priority appointments, Multisport Cards to support your physical well-being, and flexible remote work options. Partners can be included in both health and wellness programs. You'll also enjoy dedicated Recharge Holidays - one long weekend each quarter to relax and reset.

Our Core Values: We are guided by our values and our mission to be living proof you can win in business while being Human-First. Learn more here.

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

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

If this sounds like the right role for you, we’d love to hear from you.

Additional Information:

We’re committed to creating an inclusive, fair, and transparent hiring process. As an equal opportunity employer, we celebrate diversity and are committed to creating a welcoming experience for all candidates.

If you require accommodations or have questions about how your personal data will be used during the hiring process, please contact recruiting@gainsight.com.

If you’re applying for a role through an Employer of Record (EOR) or contractor arrangement, please note that employment terms and benefits are managed by the EOR or may not apply to non-EOR contractors.