Technical Support Analyst - L1

At Gainsight, our mission is to be living proof you can win in business while being human-first. 

Our industry-leading platform helps companies of all sizes and industries build durable businesses. Gainsight offers a powerful set of customer success, product, and community engagement solutions that enable businesses to scale efficiently, create alignment, and have a holistic view of their customers—all of which help increase product adoption, prevent churn, and grow renewals and expansions. Our software is used by hundreds of companies, including nearly 200 publicly traded organizations and industry leaders such as GE Digital, SAP Concur, and Box. We have offices in the US, UK, Netherlands, Israel, Japan, Poland and India.

Gainsight joined the Vista Equity Partners portfolio in 2020. In 2021, we won their Excellence in Engineering award in recognition of our product and engineering advancements.

Gainsight has also been named 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 one of 20 Great Workplaces in Tech by Fortune Magazine. 

You will often be the first point of contact for customer questions, issues, or inquiries. In the case of a technical problem, you will triage the issue, assess its priority, propose a solution, and, if necessary, write a technical report to escalate to the Level 2 team. You will understand our clients’ needs and struggles. 

• Ensure that customer requests, tasks, and issues are addressed and triaged within the agreed SLA times.
• Aim for high customer satisfaction ratings on proposed solutions, as measured through customer surveys.
• Support our EU customers effectively, which necessitates working according to their time schedules.
• This is an entry-level position designed for candidates interested in advancing to a Level 2 support role or transitioning into other technical or customer-facing positions within the organization.

Location: Wroclaw / Hybrid

B2B Role

Job Responsibilities

• Act as the primary contact for existing clients and various internal teams regarding product-related questions (utilising Zendesk).
• Provide technical support for bugs and incidents, including client intake, researching and testing issues, and creating technical tickets for development teams.
• Continually provide feedback to internal teams and clients on progress made.
• Contribute to the Gainsight community by creating various content types, such as product how-to’s, technical configuration guides, best practices, and trends in the community or help centre landscape.
• Review content from team members and adapt it to meet our high standards.
• Create management reports and dashboards regarding pending technical matters, providing insights on platform/product quality and stability.
• Offer strategic input for our development infrastructure, technical processes, and the product roadmap.

What We're Looking For

• A degree in computer science or related technical discipline is preferred (but not required).
• 1–2 years of experience in a customer-facing role is preferred.
• Excellent ability to learn and articulate software-related and technical concepts.
• Self-driven with a structured personality; able to work independently and motivated to continuously learn.
• Knowledge of web technologies and web applications/hosting technologies; experience with HTML, CSS, JS, web debugging, and APIs is preferred.
• Previous experience with support ticketing systems and technical customer support is desirable.
• Ability to manage multiple ongoing tasks simultaneously.
• Proficiency in English is essential; you should be able to communicate fluently at various levels with end-users, project managers, and business owners, as we are an international team with colleagues from the US to India and everywhere in between.
• Strong writing skills and experience in writing documentation are desired.
• Self-discipline and motivation to produce results with minimal supervision and without micromanagement.

Private Medical Care - Enelmed:

As part of our commitment to your well-being, Gai offers comprehensive private medical care through Enelmed. Here's what you need to know:

Priority Client Status: Enjoy expedited visits and services with priority client status. Please note that this privilege applies to select doctor appointments and specializations within Enelmed.

Premium Package: All eligible teammates, including B2B teammates, are enrolled under the Premium Package, fully covered by the company.

Partner and Family Coverage: You have the option to include your partner or family members in the medical plan. If you cover 100% of your partner's expenses, Northpass will cover the full cost. However, this benefit is exclusively for active teammates, and partners must commit to a minimum 12-month enrollment period.

Termination:

Your medical benefits will remain active until your Last Working Day (LWD).

If you wish to cancel your partner's coverage before the one-year commitment ends, you're responsible for payments until the 12-month period from the insurance start date concludes.

Multisport Card:

Gainsight encourages a healthy lifestyle through the Multisport Card program provided by Benefit Systems. Here's what you need to know:

Provider: The Multisport Card is facilitated by Benefit Systems, granting access to numerous fitness facilities within their network.

Benefits:

1. Gym Access: Enjoy access to various fitness locations under the Benefit Systems network with the Multisport Card, including the Open Card option for unrestricted access.

2. Payment Structure: Gainsight covers 70% of the card cost, with the remaining 30% deducted directly from your monthly salary.

3. Partner Enrollment: You can include your partner in the program, although parental coverage is not available. This benefit is applicable to both contractors and full-time employees.

4. Flexibility: Change your preferred fitness facility on a monthly basis for added convenience.

Termination:

If you leave Gainsight, your Multisport Card benefit, along with your partner's, will be discontinued.

Gainsters love working here for several reasons. Here are a few:

• Our Core Values: We are guided by our values on our mission to be living proof you can win in business while being human-first. Learn more here.
• Our CEO: With a 99% approval rating on Glassdoor, Nick Mehta is one of the most beloved CEOs in Silicon Valley. 
• Our Growth Opportunities: From mentoring to career development opportunities, we’re passionate about helping our Gainsters learn, grow and thrive.
• Our Teammate Resource Groups: A huge source of pride for Gainsight, these groups are on a mission to put our values into action and make Gainsight a great place to work for all.
• Our Wellness Priorities: Monthly Recharge Days that re-energize us.
• Our Parody Videos: No explanation needed. Just watch them here!