Sr. Product Support Specialist

Description

Global Sales & Services Operations (GSSO) is the team that helps shape Gartner's mission-critical sales and services priorities and works with sales and services leaders to drive tactical and analytical insights.As an associate on the GSSO team, you'll be at the forefront of the ongoing transformation of Gartner's Sales and Services teams, which delivers approximately $5.3B in annual business and technology insights revenue. You will partner with business leaders across Gartner to support global Sales and Services teams comprised nearly 9,000 associates and which sell to and service every major function across the enterprise.

About the Role:

As a Senior Product Support Specialist within the Technology Change Management & Support, you will play a critical role in supporting and enhancing the technology ecosystem that enables a 2,500+ person Global Service & Delivery (GS&D) organization. You will act as a subject matter expert for internal business applications, including CRM platforms, driving efficient issue resolution while partnering closely with Product, Engineering, Data, and IT teams.

In this role, you will not only lead complex issue investigations and root cause analysis but also identify systemic improvements, influence product enhancements, and champion operational excellence initiatives. You will serve as a key escalation point for support operations and help shape the future state of business technology processes through data-driven insights, automation, and continuous improvement.

What You'll Do:

• Serve as the primary point of contact and escalation path for complex support cases across internal business applications, including CRM platforms such as Salesforce.

• Own end-to-end resolution of high-priority and business-critical incidents, coordinating with Product, Engineering, Data, and IT teams to drive timely outcomes.

• Conduct detailed root cause analysis for recurring issues and implement preventive actions to reduce incident volume and improve user experience.

• Analyze support trends, identify systemic gaps, and develop recommendations to improve product stability, adoption, and operational efficiency.

• Partner with Product Managers, Product Owners, and Scrum Teams to prioritize defect resolution and influence product roadmap decisions based on user feedback and support insights.

• Drive continuous improvement initiatives by identifying opportunities to simplify, standardize, automate, and optimize business processes.

• Develop and maintain support documentation, knowledge articles, troubleshooting guides, and training materials for end users and support teams.

• Monitor key support metrics and service health indicators, providing regular reporting and actionable insights to leadership.

• Mentor and provide guidance to Product Support Specialists, promoting best practices in issue management, customer service, and problem-solving.

• Lead user acceptance testing (UAT) and validation activities for product enhancements, bug fixes, and new feature releases.

• Collaborate with Change Management and Training teams to improve product adoption, communications, and overall user experience.

• Contribute to strategic technology transformation initiatives and act as a trusted advisor to business stakeholders.

What You'll Need:

• Bachelor's degree in a related field with 3+ years of enterprise application support experience, including 2+ years supporting Salesforce CRM or similar platforms.

• Strong knowledge of CRM processes, data models, workflows, reporting, and user support, with experience resolving complex issues and performing root cause analysis.

• Strong analytical skills with the ability to identify trends, solve complex problems, and drive process improvements.

• Experience working in Agile environments and collaborating with Product, Engineering, Data, and business stakeholders.

• Excellent communication, stakeholder management, and prioritization skills in a fast-paced environment.

• Customer-focused mindset with a passion for enhancing user experience and continuously improving support operations.

• Experience with ticketing systems, knowledge management tools, and reporting dashboards is preferred.

What you will get:

• Competitive salary, generous paid time off policy, charity match program, Group Medical Insurance, Parental Leave, Employee Assistance Program (EAP) and more!

• Collaborative, team-oriented culture that embraces diversity 

• Professional development and unlimited growth opportunities

#LI-MP4 #GSSO

Who are we?

At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world.

Our mission relies on expert analysis and bold ideas to deliver actionable, objective business and technology insights, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we’ve grown to 20,000 associates globally who support over 13,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That’s why we hire associates with the intellectual curiosity, energy and drive to want to make a difference. The bar is unapologetically high. So is the impact you can have here.

What makes Gartner a great place to work?

Our vast, virtually untapped market potential offers limitless opportunities – opportunities that may not even exist right now – for you to grow professionally and flourish personally. How far you go is driven by your passion and performance.

We hire remarkable people who collaborate and win as a team. Together, our singular, unifying goal is to deliver results for our clients.

Our teams are inclusive and composed of individuals from different geographies, cultures, religions, ethnicities, races, genders, sexual orientations, abilities and generations.

We invest in great leaders who bring out the best in you and the company, enabling us to multiply our impact and results. This is why, year after year, we are recognized worldwide as a great place to work.

Gartner is the world authority on AI

At Gartner, you’ll join a company at the very center of the AI revolution. Gartner has proactive, objective guidance throughout clients’ AI journeys. We set the standard for how organizations leverage artificial intelligence to drive meaningful impact. You’ll have access to unmatched resources, expertise, and technology, and play a key role in helping Gartner and our clients innovate and grow as we leverage AI to transform business and technology landscapes.

It’s an exciting time to be at Gartner, with limitless opportunities to make a real impact, grow your skills, and build a lasting, meaningful career in a field that’s reshaping the way we operate. If you’re passionate about AI and want to be part of a team that’s guiding the leaders who shape the world, Gartner is the place for you.

What do we offer?

Gartner offers world-class benefits, highly competitive compensation and disproportionate rewards for top performers.

In our hybrid work environment, we provide the flexibility and support for you to thrive — working virtually when it's productive to do so and getting together with colleagues in a vibrant community that is purposeful, engaging and inspiring.

Ready to grow your career with Gartner? Join us.

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