Technical Support Analyst - L1

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 Technical Support Analyst - L1 to join our Support team  reporting to the Hiring Manager’s Title. This role is a hybrid role based out of our Hyderabad, India location.  In this role, you’ll play a key role in driving customer success and retention at Gainsight by managing a portfolio of clients, resolving technical issues efficiently, and ensuring customers achieve maximum value from the Gainsight platform. This is a great opportunity for someone who thrives in a fast-paced, customer-centric support environment and enjoys working cross-functionally with teams like Engineering, Product, and Customer Success to deliver seamless outcomes. The ideal candidate brings strong skills in troubleshooting complex web-based applications, writing and analyzing SQL queries, and clearly communicating technical concepts to both technical and non-technical stakeholders. What You'll Do:  Queue Prioritization: prioritize tickets to effectively manage the ticket queue Technical Aptitude: learn existing and new technologies related to the Gainsight product on an ongoing basis Effective Communication: strong written/verbal communication skills and able to clearly explain technical terms in a way easily understood by customers Cross-functional collaboration: effectively collaborate with other teams to drive outcomes for clients Proactive Support: take ownership of proactive support activities for assigned enterprise accounts Escalation Management: effectively manage escalations that result from support issues for assigned accounts Building Trusting Relationships: create long-lasting, collaborative, trusting client relationships with key strategic clients in order to provide them the best support experience possible Time Management: effectively manage time across ticket obligations, Enterprise Support-driven tasks and team obligations   This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business. This role will require occasional travel for team meetings, training, or company events. What We're Looking For:  1-2 year(s) of relevant experience in technical support Bachelor’s Degree in Computer Science or related technical discipline (preferred) Strong SQL knowledge and understanding the SQL queries Experience with Salesforce Apps and Web applications   Ability to understand database architecture  Fixed Night Shift (based on business needs) or Rotational Shift - Morning, Afternoon, Night (based on business needs) Passion to be a part of a hard-working and winning team Technical Aptitude: excellent ability to learn new technologies Communication Skills: strong ability to articulate software-related or technical concepts Personable: customer service-oriented demeanor Proactive and Solution-oriented: you like to solve problems Experience handling 20+ tickets per week through a support platform HTML, CSS, JavaScript, DOM, SQL - Relational Database Ability to debug the chrome developer tools Experience with debugging any web- based technology would be an added advantage   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. Here are a few: 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.