Gainsight is fast growing tech company revolutionizing Customer Success for businesses. The Customer Success company helps businesses grow faster by reducing churn, increasing upsell, and driving customer advocacy. Gainsight provides a complete, end-to-end Customer Success solution through its services and technology. The industry-leading platform helps companies manage customers relationships effectively, track customer health and transform the way organizations orient around the customer. Gainsight is the platform of choice for many leading companies like Box, Adobe and Workday. The company has been recognized as one of the top 100 private cloud companies in the world by Forbes, one of the fastest growing private companies in America by Inc. Magazine, and as one of 20 Great Workplaces in Tech by Fortune Magazine. Gainsight’s CEO, Nick Mehta, has been recognized as one of the Top SaaS CEOs in America. The company has offices in California, Phoenix, St. Louis, London and India.

What You’ll Do

In the Technical Support Analyst role, you will be the initial point of contact for our clients in resolving technical and application related inquiries regarding Gainsight’s software product. In assessing and resolving end-user questions you will deliver world-class technical and application support to Gainsight’s dynamic and growing customer base.

Responsibilities:

  • Help resolve technical challenges for the customer efficiently and effectively
  • Gather the required information necessary in order to best handle customer issues
  • Manage customer expectations regarding estimated response times for issue resolution
  • Extensively research and document customer technical issues
  • Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate
  • Partner with Technical Support team members on various strategic projects when needed
  • Extensively research and document customer technical issues
  • Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status
  • Collaborate with other Support Analysts and Support Engineers to identify high priority issues and engage the Service Delivery, Software Engineering and Quality Engineering teams.
  • Must have strong debugging/troubleshooting skills respective to data mapping, data validation and data correction if required.
  • Willing to get on phones or screen sharing sessions with the customer to address the issues.
  • Ability to work in a 24x7 environment and provide weekend coverage, if needed.

What We’re Looking For:

  • 2 to 5  years of experience with understanding and writing SQL queries.
  • Working knowledge of REST API’s
  • Good to have exposure with SAAS.
  • Knowledge of JAVA,Javascript,html,JSON would be an advantage.
  • Good to have knowledge on any log monitoring/analysis  tools ex:SPLUNK,Sumologic
  • Good to have knowledge on bug management tool ex:JIRA
  • Good to have support process experience ex:servicenow,Salesforce,Zendesk
  • Good to have experience with finding RCA and documenting it.
  • Must have ability to multitask in a fast paced environment
  • Must have strong active listening skills
  • Must have excellent Customer Service skills
  • Must have ability to empathize with customers and convey confidence
  • Bachelor's degree from an accredited University or College


Shift: 24X7 Shifts (Afternoon & Night shifts)

Individuals seeking employment at Gainsight are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

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