Associate - Support Analyst L1
Gainsight
Hyderabad, IND
Category
IT
Position Type
Full-Time
Company Overview
Gainsight is the AI-powered retention engine behind the world’s most customer-centric companies. The Gainsight CustomerOS platform orchestrates the customer journey from onboarding to outcomes to advocacy. More than 2,000 companies trust Gainsight’s applications and AI agents to drive learning, adoption, community connection, and success for their customers.
Position Summary
We’re looking for a full-time Associate- Support Analyst to join our support team reporting to the Manager- Support. This role is a hybrid role based out of our Hyderabad, India. In this role, you’ll play a key part in ensuring customer success and satisfaction by delivering high-quality technical support for the Gainsight platform. You’ll help users around the world resolve complex technical and functional issues through email, chat, phone, and remote sessions—empowering them to get the most value from the platform. This is a great opportunity for someone who thrives in a fast-paced, customer-focused environment and enjoys collaborating cross-functionally with teams like Product, Engineering, and Customer Success. The ideal candidate brings strong problem-solving, communication, and technical troubleshooting skills.
Key Responsibilities
- Help resolve software and technical questions for the customer efficiently and effectively
- Gather the required information necessary in order to best handle customer software and technical inquiries
- Manage customer expectations regarding estimated response times for issue resolution.
- Resolving the issues through Phone, chat and email communication channels.
- Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations.
- 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
- Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
- Run monitoring reports for usage, performance, and/or availability.
- Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.
- Help with AI initiatives
Education Requirements
- Degree in Computer Science or related technical discipline
Soft Skills
- Excellent ability to learn and articulate software-related and technical concepts
- Ability to multitask in a fast paced environment
- Strong active listening skills and excellent written and oral communications skills
- Excellent Customer Service Orientation
- Strong attention to detail when communicating with customers (verbal & written)
- Ability to empathize with customers and convey confidence
- Strong documentation skills
Benefits
- Full health coverage (including OPD)
- Wellness and mental health resources
- Flexible remote work options
- Childcare assistance
- Dedicated Recharge Holidays - one long weekend each quarter to relax and reset
Preferred Qualifications
- Expertise working with Microsoft Excel
- SQL: Relational Database
- Ability to debug the Chrome developer tools
- Experience in debugging in any web-based technology would be an added advantage.
- Strong SQL knowledge and understanding of the SQL queries would be an added advantage
- DOM (Document Object Model)
- Ability to understand database architecture
- Ability to understand relationship databases
Reference Number
R-101426
Equal Opportunity
We’re committed to creating an inclusive, fair, and transparent hiring process. As an equal opportunity employer, we celebrate diversity and are committed to creating a welcoming experience for all candidates.