Technical Support Analyst - L1

At Gainsight, we believe that people come first. Our Human-First culture is at the heart of everything we do—shaping how we work, collaborate, and grow together. We’re not just building technology; we’re creating an environment where our employees feel valued, empowered, and inspired to make an impact.

As a Technical Support Analyst - L1, you’ll be the first line of support for our customers, ensuring they get the best possible experience with our platform. You’ll solve technical issues, collaborate with global teams, and play a key role in driving customer success.

If you’re a problem solver who loves technology, enjoys helping people, and thrives in a fast-paced environment—this role is for you!

Why Join Gainsight?

✔ Human-First Culture – A people-first company where employees feel valued and supported.

✔ Career Growth & Learning – Continuous development opportunities in an international environment.

✔ Work-Life Balance – Paid seasonal holidays & extra recharge days off.

✔ Exciting Projects & Global Collaboration – Work with teams across the US, India, and beyond.

✔ Supportive Work Atmosphere – A team that values open communication and collaboration.

Your Mission as a Technical Support Analyst - L1: 

As a Technical Support Analyst, you’ll be the first point of contact for customers, helping them resolve technical issues, optimize their experience with Gainsight, and contribute to continuous product improvement.

• Be the go-to expert for clients and internal teams, answering product-related questions and ensuring smooth communication via Zendesk.
• Diagnose and resolve technical issues, investigate bugs, and escalate complex cases to the development team.
• Keep clients and internal teams proactively updated on issue resolution and product improvements.
• Help build the Gainsight community by creating valuable content, including product guides, best practices, and troubleshooting tips.
• Review and refine team content to ensure clarity, accuracy, and high quality.
• Generate insightful reports and dashboards on technical issues to support data-driven decisions on product quality and stability.
• Offer strategic input on technical processes, development infrastructure, and the product roadmap.

The Skills and Expertise We Value:

We’re looking for a curious problem-solver who enjoys working with customers and learning new technologies. You don’t need to check every box, but if you’re excited about the role, we’d love to hear from you!

Your Background & Skills:

• Customer-focused mindset – Ideally, you have 1-2 years of experience in a customer-facing or technical support role.
• Tech-savvy & eager to learn – You enjoy working with software, understanding how things work, and explaining technical concepts clearly.
• Independent & self-motivated – You take initiative, stay organized, and keep learning without needing micromanagement.
• Web technologies know-how – Some familiarity with HTML, CSS, JavaScript, APIs, and web debugging tools is a plus.
• Experience with ticketing systems – If you’ve worked with Zendesk or similar platforms, that’s great (but not required!).
• Strong English communication skills – You’ll collaborate with teammates from the US to India and should be comfortable communicating with end-users, project managers, and business owners.
• Great writing skills – You can document processes and create helpful guides for internal teams and customers.
• Multitasking pro – You can handle multiple priorities and keep things running smoothly.

This role is all about learning, growing, and helping others—if that excites you, we’d love to meet you! 🚀

What We Offer (Perks & Benefits)

We don’t just talk about work-life balance—we make it happen.

• Private Medical Care through Enelmed
• Multisport Card for fitness & wellness access
• Fully paid seasonal holidays & 4 additional recharge days off per year