Associate Enablement Analyst

About This Role

We’re looking for a full‑time Associate Support Enablement Analyst to join our Support team reporting to the Support Supervisor. This remote role is based in the USA. The analyst will help customers succeed on the Gainsight platform by diagnosing and resolving technical issues, managing expectations, and meeting SLA response and resolution targets across a global, geographically dispersed user base. The role involves cross‑functional collaboration with L1, L2, and L3 Support, developers, and internal product teams.

It may require occasional travel (around 5%).

• Provide technical support to customers over phone and email via our ticketing system.
• Diagnose and troubleshoot technical issues related to our systems, products, and services; escalation to internal teams when necessary.
• Document customer interactions using our ticketing system.
• Manage customer expectations and serve as a liaison between clients and internal departments.
• Meet SLA response and resolution times in partnership with L1, L2, and L3 Support.
• Extensively research and document customer technical issues.
• Remain current with company product updates and new features.
• Partner with Technical Support team members on strategic projects when needed.

Must‑have skills or experience:

• Bachelor’s Degree in Computer Science or 1‑3 years of related technical experience.
• Excellent written and verbal communication skills to explain technical concepts.
• Excellent problem‑solving, multitasking, and troubleshooting skills.

Nice‑to‑have skills or experience:

• Experience with Salesforce Apps and Web applications.
• Experience with HTML, CSS, and JavaScript.
• Experience with SQL or equivalent.
• Understanding of database architecture and relational databases.

The starting base salary range for this role is $55,000‑$60,000 USD annually. Compensation may vary based on skills, experience, and location. We offer a comprehensive benefits package, including fully covered medical premiums (employee‑only), flexible PTO, 401(k) plan, dental and vision coverage, and remote work options. Additional benefits include a $10,000 lifetime fertility stipend, access to coworking spaces worldwide, and dedicated Recharge Holidays—one long weekend each quarter.

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  If you are based in San Francisco, we will consider qualified applicants with arrest and conviction records in accordance with the San Francisco Fair Chance Ordinance.