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Role: Associate Technical Support Analyst – L1
Location: Hyderabad, India (Hybrid)
Job Type: Full time
Job ID: R-101450
Experience Level: 0–1 year
Segment: Customer Success Solutions
Business Unit: PX Support Team
Job Summary
The Associate Technical Support Analyst – L1 at Gainsight will contribute to customer success by providing timely technical support for Gainsight’s AI-powered platform. The role requires troubleshooting, managing support queues, collaborating cross-functionally, and building strong client relationships. Candidates must demonstrate technical aptitude and communication skills while working in a fast-paced hybrid environment.
Key Responsibilities
- Troubleshoot incidents using hypothesis-driven processes and Chrome developer tools.
- Debug web technologies, including HTML, CSS, JavaScript, DOM, and SQL.
- Prioritize ticket queues and manage escalations for assigned enterprise accounts.
- Collaborate cross-functionally and drive proactive support activities.
- Build trusted relationships with clients and manage tickets efficiently across shifts.
Qualifications & Skills
- Bachelor’s Degree in Computer Science or related discipline (preferred).
- 0–1 year of technical support experience.
- Strong written and verbal communication skills.
- Technical aptitude and ability to quickly learn new technologies.
- Customer service orientation and solution-focused behavior.
- Experience with Salesforce Apps and web applications (bonus).
- Ability to understand database architecture (bonus).
- Experience managing 20+ support tickets per week (nice to have).
About Gainsight
Gainsight is an AI-powered customer success platform trusted by 2,000+ companies to orchestrate the customer journey from onboarding to advocacy. Gainsight integrates product experience, community connection, and relationship intelligence across a robust SaaS platform, shaping the future of customer-centric business growth.
Why Join Us?
- Dynamic team culture focused on innovation and collaboration.
- Comprehensive benefits including health, wellness, flexibility, and recharge holidays.
- Human-first values, growth opportunities, and a supportive work environment.
- Commitment to diversity, equity, and transparent recruiting.
How to Apply
Note: Only shortlisted candidates will be contacted.
Disclaimer: This job post is for informational purposes only. The company reserves the right to modify, withdraw, or close the position at any time without prior notice. Applicants are advised to verify details through the official company channels before applying.
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