Enterprise Technical Support Analyst
New
United StatesFull-TimeMiddle
Salary$62,000 – $66,000 USD annually
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Job Details
- Experience
- 2–3+ years
- Required Skills
- HTMLCSSJavascriptRESTful APIsTechnical supportSaaSZendesk
Requirements
- 2–3+ years of technical support experience.
- 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.
- Prior experience in a customer-facing role within a SaaS or enterprise software environment is preferred.
- Experience with Zendesk is strongly preferred.
- Experience with support ticketing systems and writing customer-facing technical documentation is preferred.
- Familiarity with the SkillJar platform or similar learning management / customer education tools is preferred.
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.
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