Associate - Support Analyst L1

Associate- Support Analyst

We're building the AI-driven future of customer success, from retention to growth!

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. To explore how our suite of solutions is shaping the future of customer success, check out the link.

About This Role:

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.

What You'll Do:

• 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

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 We're Looking For:

• Degree in Computer Science or related technical discipline
• Passion to be a part of a hard working and winning team
• Excellent ability to learn and articulate software-related and technical concepts
• Expertise working with Microsoft ExcelSQL: 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
• 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

Why You'll 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.

Our Compensation and Benefits:

At Gainsight, we believe great work happens when teammates feel fully supported. We offer a comprehensive benefits package including full health coverage (including OPD), wellness and mental health resources, flexible remote work options, and childcare assistance. You'll 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, we're 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, we'd love to hear from you.

Additional Information:

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. If you require accommodations or have questions about how your personal data will be used during the hiring process, please contact recruiting@gainsight.com. If you're 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.