Enterprise Technical Support Analyst

About This Role Full‑time Enterprise Technical Support Analyst, remote in the USA. Reporting to the Senior Manager, Enterprise Support. Key Responsibilities 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. Travel up to 10% as required for team meetings, training, or company events. Success Measures 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. Requirements 2–3+ 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 and 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. Prior experience in a customer‑facing role within a SaaS or enterprise software environment (nice‑to‑have). Experience with support ticketing systems and writing customer‑facing technical documentation (nice‑to‑have). Familiarity with the SkillJar platform or similar learning management/customer education tools (nice‑to‑have). Compensation and Benefits Base salary range: $62,000 – $66,000 USD annually, with potential for additional compensation including an annual bonus and equity participation. Benefits include fully covered employee medical premiums, flexible PTO, 401(k) plan, dental and vision coverage, remote work options, a $10,000 lifetime fertility stipend, access to coworking spaces, and dedicated Recharge Holidays. Equal Opportunity Employer We’re committed to creating an inclusive, fair, and transparent hiring process. As an equal opportunity employer, we celebrate diversity and are committed to a welcoming experience for all candidates. If you require accommodations, please contact View email address on click.appcast.io. #J-18808-Ljbffr