Technical Support Analyst - L1

Job Description:

Join Our Team at GainsightWho We AreGainsight is not just a software company – we’re the driving force behind the Customer Success movement. Our innovative platform helps businesses keep their customers happy and successful, fueling growth and loyalty. We proudly serve hundreds of companies worldwide and have earned our reputation as “The Customer Success Company.” Our people-first approach has even been recognized on the big stage – we clinched the #1 Best Place to Work on Glassdoor in 2023. Simply put, we believe businesses can win by putting people first, and we prove it every day.Job 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. 

Compensation: Up to $54,075 annual USD salary with a 5% 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 team members when needed.
• Document customer interactions using our proprietary ticketing system.
• Manage customer expectations and serve as a liaison between the client 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

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 Belong Here

You belong at Gainsight if you want your work to matter and your workplace to spark joy and growth. Here, you’ll have the freedom to innovate, the support to grow your career, and the chance to make a real impact on thousands of businesses and their customers. We welcome talented people from all backgrounds – whether you build products, close deals, delight clients, or drive strategy, you’ll find an open door and a community that has your back. If you’re ambitious, curious, and ready to bring your whole self to work, come make your mark with us. Let’s build something special together.

At Gainsight, we empower companies to deliver exceptional customer experiences and drive sustainable growth. Our suite of solutions helps businesses connect with their customers at every stage of their journey:

• Customer Success (Gainsight CS) – Tools to help customer success teams drive retention, expand relationships, and turn customers into lifelong advocates.
   

• Relationship Intelligence (Staircase AI, by Gainsight) – Insights that enable teams to proactively strengthen customer relationships and prevent churn.
   

• Product Experience (Gainsight PX) – Solutions that help product teams improve onboarding, drive feature adoption, and create user experiences customers love.
   

• Customer Communities – Dynamic spaces where customers can connect, collaborate, and find the resources they need to succeed.
   

• Customer and Partner Education (Skilljar by Gainsight) – Scalable education platforms that help companies onboard, train, and engage their customers and partners.
   

At every step, we help businesses create deeper connections, deliver more value, and achieve greater growth.

Our Culture

Our culture is what truly sets us apart – we believe you can win in business by being human-first and never saying no to a moment of childlike joy. That means we put people at the heart of everything we do, treating each other with empathy, embracing diversity, and having fun along the way. Five core values guide us: Golden Rule (treat others as you want to be treated), Success for All (win together), Childlike Joy (bring your inner child to work), Shoshin (beginner’s mind, always learning), and Stay Thirsty (keep aiming higher). These values aren’t just posters on a wall – we live them daily, shaping how we build products, support our customers, and celebrate our wins. At Gainsight, we work hard, laugh a lot, and lift each other up every step of the way.

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.