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Job Description:

We are ranked #1 on Glassdoor’s 2023 Best Place to Work List. Here’s why.

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, 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. 

With diversity and inclusion at the forefront of our values, we promote a culture that celebrates diversity and inclusiveness regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age. 

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.

What We’re Looking For:

• 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

Nice Skills to have:

• 2 to 5 years of experience with understanding and writing SQL queries.

• Working knowledge of REST API’s

• Exposure with SAAS.

• Knowledge of JAVA, Javascript,html,JSON would be an advantage.

• Knowledge on any log monitoring/analysis tools ex:SPLUNK,Sumologic

• Knowledge on bug management tool ex:JIRA

• Support process experience ex:servicenow,Salesforce,Zendesk

• Experience with RCA and documenting it.

Why You’ll Love It Here

Your job shouldn’t stand in the way of your happiness—it should be a path to achieve it. At Gainsight, we’re passionate about achieving our goals—at the office and everywhere—and we work every day to create an environment that nurtures our best selves.

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!

Job Description Summary

By joining the Gainsight team, you’ll have a unique opportunity to make your mark at a truly human-first company and have loads of fun doing it. Come join us!