Support Analyst
About The Position
Gorilla is the margin intelligence platform for energy retailers, helping companies in the UK, Europe, the US, and Australia understand their profitability. As the company enters a phase where customer retention is as crucial as new business, the annual renewals are vital for recurring revenue and deepening customer relationships. This role focuses on being the first point of contact for American customers, alleviating the current reliance on the Belgium team for support during US business hours. The ideal candidate is adept at problem-solving, communicates clearly and effectively, and has practical experience with AI tooling, understanding its strengths and limitations.
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
Benefits
- Generous PTO allowance
- Health insurance coverage
- Best laptop for your role
- Lifelong learning opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
