Technical Support Analyst-1
Technical Support Analyst-1
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Job Description
Lead the AI-driven future of customer success from retention to growth!
Gainsight is the AI-powered retention engine behind the worlds most customer-centric companies. The Gainsight CustomerOS platform orchestrates the customer journey from onboarding to outcomes to advocacy. More than 2000 companies trust Gainsights applications and AI agents to drive learning adoption community connection and success for their customers. To explore how our suite of solutions is shaping the future of customer success check out the link.
About This Role:
Were looking for a full-time Technical Support Analyst to join our Support team reporting to the Senior Manager Support. This role is a hybrid role based out of our Wroclaw Poland location.
In this role youll play a key role in being the first point of contact for customer questions issues or inquiries. By way of helping with technical problems; 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. This is a great opportunity for someone who thrives in a technical environment and is a great 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 organisation.
You will work cross-functionally with teams like Engineering Product Onboarding and Management. The ideal candidate brings strong skills in technical web technology debugging / triage an analytical mindset and you will articulate and explain software-related and technical concepts to colleagues and customers.
What Youll Do:
Provide technical support for bugs and incidents including client intake researching and testing issues and creating technical tickets for development teams.
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.
Help debug technical issues by reading and fixing code generating custom reports and reading from logs.
Act as the primary contact for existing clients and various internal teams regarding product-related questions (utilising Zendesk).
Continually provide feedback to internal teams and clients on progress made.
Review content from team members and adapt it to meet our high standards.
This is not a complete list of responsibilities and the scope of the role may evolve with the needs of the team and business.
What Were Looking For:
2-3 years of relevant experience and a degree in Computer Science or related technical discipline (or equivalent combination of education and experience) required.
Proficiency in English; with the ability to communicate fluently at various levels with end-users project managers and business owners is required.
Must-have skills or experience:
Excellent ability to learn and articulate software-related and technical concepts.
Knowledge of web technologies and web applications/hosting technologies including experience with HTML CSS JavaScript web debugging and APIs.
Ability to manage multiple ongoing tasks simultaneously.
Strong writing skills and experience in writing documentation.
Self-driven motivated and able to work independently with minimal supervision.
Optional must-have skills:
Previous experience with support ticketing systems and technical customer support (preferably using Zendesk).
Experience in a customer-facing role.
Self-discipline and a structured personality to produce results without micromanagement.
Why Youll Love It Here
Gainsight is a place where innovation is shaped through collaboration curiosity and a shared focus on solving real-world problems. With a growing suite of products across customer success product experience community education and AI-powered relationship intelligence we continue to evolve with the needs of our customers. When people with diverse strengths a strong sense of community and true passion for our mission come together they drive greater impact and create lasting value. What underpins it all is a culture that offers the stability trust and support that people need - not just to do the job but to show up as themselves and feel connected to the work they do. Gainsters love working here for several reasons. Here are a few:
Our Compensation and Benefits: At Gainsight we believe great work happens when teammates feel fully supported.
The starting base salary range for this role is PLN 7167-8333 monthly. Actual compensation may vary based on factors such as skills experience and addition to base pay this role is eligible for an annual bonus and participation in Gainsights equity program.
We offer a comprehensive benefits package including premium private medical care with priority appointments Multisport Cards to support your physical well-being and flexible remote work options. Partners can be included in both health and wellness programs. Youll also enjoy dedicated Recharge Holidays - one long weekend each quarter to relax and reset.
Our Core Values: We are guided by our values and our mission to be living proof you can win in business while being Human-First. Learn more here.
Our Growth Opportunities: From mentoring to career development opportunities were passionate about helping our teammates learn grow and thrive.
Our Parody Videos: No explanation needed. Just watch them here!
If this sounds like the right role for you wed love to hear from you.
Additional Information:
Were 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.
If you require accommodations or have questions about how your personal data will be used during the hiring process please contact .
If youre applying for a role through an Employer of Record (EOR) or contractor arrangement please note that employment terms and benefits are managed by the EOR or may not apply to non-EOR contractors.
Required Experience:
IC
Employment Type
Full-Time
