Enterprise Technical Support Analyst

Gainsight is an AI-powered retention engine serving over 2,000 customer-centric companies with its CustomerOS platform that manages the customer journey from onboarding to advocacy.

• 2–3+ years of technical support experience; experience with Zendesk strongly preferred.
• Ability to troubleshoot complex technical issues using a structured, hypothesis-driven approach.
• Strong written and verbal communication skills to translate technical concepts for non-technical audiences.
• Proven ability to manage multiple concurrent tasks, prioritize effectively, and work independently.
• Knowledge of web technologies including HTML, CSS, JavaScript, APIs, and web debugging tools.

Nice to have:

• 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.

• Build and maintain trusted relationships with enterprise customers, delivering front-line support experiences.
• Own customer technical issues end-to-end, from initial report through resolution.
• Provide timely, clear progress updates to internal teams and customers.
• Author 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.
• Provide strategic input to development infrastructure, technical processes, and product roadmap.
• Proactively manage support activities and escalations for assigned enterprise accounts.
• Facilitate and lead client meetings focused on support activities and outcomes.

This role is remote and based in Poland. Occasional travel up to 10% may be required for team meetings, training, or company events. Employment terms and benefits may vary for candidates applying through Employer of Record (EOR) or contractor arrangements. Gainsight is an equal opportunity employer committed to diversity and inclusion.