Support Analyst

Gorilla•Austin, TX

5d•Hybrid

About The Position

Mission Gorilla is the margin intelligence platform for energy retailers. We help some of the largest energy companies in UK, Europe, the US, and Australia understand where they make and lose money, from portfolio level down to individual customer contracts. We are entering a phase where protecting and growing our existing customer base matters as much as winning new logos. Our annual renewals represent millions in recurring revenue, and every one of them is an opportunity to deepen the relationship, expand into new modules, and prove the compounding value of our platform. About the Role At Gorilla, we build the data platform energy retailers run on. Our software helps them price, forecast and serve their customers as the grid decarbonises, giving them the financial clarity to invest confidently in a cleaner energy system. We're looking for a dedicated Support Analyst to be our first point of contact for American customers. Right now, every US ticket waits for our Belgium team to come online. You'd change that: the person US customers reach in their own morning, not several hours into someone else's afternoon. This role is for you if you like turning a confused message into a solved problem, you write well enough that people relax the moment they read your reply, and you already use AI tooling every day — with real opinions about where it helps and where it quietly gets things wrong.

Requirements

Two to three years in a technical, customer-facing role
Writing that is clear, warm and precise, especially under pressure
A structured way of narrowing down a problem, and comfort in browser dev tools
Enough log and error literacy to say what you expected versus what you got
Real experience with AI tools — including the times they've let you down

Nice To Haves

APIs
a little Python
Zendesk
Jira

Responsibilities

Own first response and triage for US customers on your shift
Turn vague reports into reproducible cases, and hand them to engineering complete
Use our knowledge base, Zendesk automation and AI tooling to close routine issues fast
Add to the knowledge base every time you find a gap, so the next person doesn't hit the same wall
Grow toward independent tier-2 troubleshooting