Customer Support Engineer

Gorilla; London; Remote; GBP 35,000 - 55,000; Full time

Job summary

A leading SaaS company is seeking a Customer Support Engineer in London. You will manage customer issues, escalating when necessary, and assist in tier-2 troubleshooting, focusing on APIs and product usage. This is a remote-first role, ideal for those looking to make an impact in a fast-moving environment. Offering flexible work options and generous benefits, the company supports your career growth and values your contributions.

Benefits

Flexible work options

Generous PTO allowance

Health insurance

International travel opportunities

Qualifications

• 2+ years in technical support or SaaS.
• Hands-on experience with APIs and browser tools.
• Strong written and verbal communication skills.

Responsibilities

• Resolve Tier-1 and Tier-2 issues across APIs and SaaS workflows.
• Document bugs and communicate with customers.
• Participate in a shared on-call rotation.

Skills

Technical support experience

APIs

Browser dev tools

Scripting

Communication skills

Structured problem-solving

Tools

Zendesk

Jira

Job description

About Gorilla

Join us at Gorilla and be part of a mission to transform the energy industry. At Gorilla, you'll play a vital role in delivering cutting-edge data solutions for a lower carbon future. We focus on providing efficient, reliable, and flexible SaaS solutions for data processing and analysis in the energy sector. Together, we're driving digital transformation, maximising ROI for clients, and contributing to achieving net-zero emissions through technology and data-driven insights.

Your Role

We’re looking for a Customer Support Engineer who’s ready to take ownership of customer issues and grow into advanced technical troubleshooting. You’ll be the first to dive into reported problems, reproduce them, and resolve or escalate with clarity. You’ll start with Tier-2 troubleshooting (APIs, product usage, browser tools, light scripting) and steadily build toward handling complex integrations and deep debugging.

This is an opportunity to join a fast-moving SaaS scale-up, make an immediate impact on customer reliability, and expand your skills through real-world problem-solving.

What You’ll Do

• Resolve Tier-1 and Tier-2 issues across APIs, product usage, and SaaS workflows

• Reproduce and document bugs with clear steps, logs, and customer impact

• Escalate cleanly to engineering teams with complete context

• Communicate empathetically and proactively with customers, meeting SLAs

• Maintain ticket quality in Zendesk and Jira

• Spot recurring issues and share insights with Product and Engineering

• Contribute to support documentation and knowledge base

• Participate in a shared on-call rotation, including evenings and weekends

What Success Looks Like

• You consistently meet response and resolution SLAs

• Your escalations are structured, clear, and reduce rework for engineering

• Customers rate your support 95%+ on CSAT

• You independently resolve Tier-2 issues and expand into complex debugging

• Within 12–18 months, you’re confidently handling advanced troubleshooting and guiding peers through technical challenges

What We’re Looking For

• 2+ years in technical support, SaaS, or product operations

• Hands-on experience with APIs, browser dev tools, and repro workflows

• Familiarity with Python or scripting is a strong plus

• Strong written and verbal communication skills

• Structured, resilient problem-solver with technical curiosity

• Reliable and motivated to take ownership in a high-growth environment

Remote First Option

Our flagship office is in Antwerp, and we also have an office in London and co-working spaces in Reading (UK), Austin (US), and Melbourne (ANZ). This is a Remote First role, giving you the freedom to choose where and how you work: from one of our offices (if you're nearby), from home, or a mix of both. Please note that you must be based in the UK, as we are not able to consider candidates living in other countries.

What's in it for you

• Flexible work options - whether you choose Office Mix or Remote First Mix (currently available within certain timezones and locations). We offer country-specific mobility benefits, and the ability to work flexible hours. You will be equipped with the best technology for remote work.

• A job with purpose At Gorilla, we’re not just watching the world change—we’re making it happen! We provide cutting-edge data services to energy retailers, helping them tackle climate change while keeping the lights on; we’re here to make a big impact and have some fun along the way.

• Remuneration Approach,which is clear and no-nonsense, based on your experience and location.

• Core Benefits - Wherever your location, you can expect a generous PTO allowance and health insurance coverage.

• Career Growth opportunities As Gorilla is growing at an incredible pace, you can leave your mark – growing alongside Gorilla. Lifelong learning is part of our DNA, and we care about your individual dreams and ambitions, beyond just work.

• International Travel We host Gorilla Company-Wide Gatherings where we all get a chance to see each other in real life. Past locations have included Portugal, Amsterdam, and Spain.