> Markdown version of [/jobs/ext/595208-enterprise-technical-support-analyst](https://www.wearedevelopers.com/jobs/ext/595208-enterprise-technical-support-analyst). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Enterprise Technical Support Analyst - **Company:** Gainsight, Inc. - **Location:** United States (Remote available) - **Experience:** Experienced - **Salary:** $62,000.0 - $66,000.0 - **Contract:** Permanent contract - **Skills:** HTML, JavaScript (Programming Language), Application Programming Interfaces (APIs), Cascading Style Sheets (CSS), Software as a Service, Software Debugging, Issue Tracking Systems, Enterprise Software Applications, Software Troubleshooting, Os Ticket, Web Technologies, Zendesk - **Published:** June 21, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=500da78450f44fc6 ## About the Role Do you have experience in JavaScript?, Must-have skills or experience: * 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 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. ## Description We're looking for a full-time Enterprise Technical Support Analyst to join our Support team reporting to the Senior Manager, Enterprise Support. This role is a remote role based in the USA. In this role, you'll play a key role in delivering world-class enterprise technical support to Gainsight's 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 You'll 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. ## Related Videos - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [The Resilience of the World Wide Web](https://www.wearedevelopers.com/videos/1281-the-resilience-of-the-world-wide-web) - [You’re a great coder? That alone won’t get you far: The soft skills secret in IT success](https://www.wearedevelopers.com/videos/1076-you-re-a-great-coder-that-alone-won-t-get-you-far-the-soft-skills-secret-in-it-success) - [NoLoJS - Avoiding JavaScript Cruft with HTML and CSS - Aaron T. Grogg](https://www.wearedevelopers.com/videos/1806-nolojs-avoiding-javascript-cruft-with-html-and-css-aaron-t-grogg) - [Debugging in the Dark](https://www.wearedevelopers.com/videos/1658-debugging-in-the-dark) - [WeAreDevelopers LIVE - Streaming HTML](https://www.wearedevelopers.com/videos/2135-wearedevelopers-live-streaming-html) ## Related Articles - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [Dev Digest 131 - AI'm not sure about OSS](https://www.wearedevelopers.com/magazine/472-dev-digest-131-ai-m-not-sure-about-oss) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers) - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline) - [Technical Documentation For Developers](https://www.wearedevelopers.com/magazine/128-technical-documentation-for-developers)