Enterprise Technical Support Analyst

Were building the AI-driven future of customer success from retention to growth!

Gainsight is the AI-powered retention engine behind the worlds most customer-centric companies. The Gainsight CustomerOS platform orchestrates the customer journey from onboarding to outcomes to advocacy. More than 2000 companies trust Gainsights 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:

Were looking for a full-time Enterprise Technical Support Analyst to join our Support teamreporting to the Director role is a remote role based in Poland.

In this role youll play a key role in delivering world-class enterprise technical support to Gainsights 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.

What Youll Do:

• 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.

What Were Looking For:

Must-have skills or experience:

• 23 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 Youll 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 144000 -158000 PLN. Actual compensation may vary based on factors such as skills experience and addition to base pay this role is eligible for an annual bonus and participation in Gainsights 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. Youll 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 were 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 wed love to hear from you.

Additional Information:

Were 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 .

If youre 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.