Customer Support Analyst

Gorilla; Austin (TX); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid-first company

Remote-friendly policy

Generous PTO

Health insurance

Company off-sites

Job summary

Gorilla Group in Austin is seeking a dedicated Support Analyst to be the first line of contact for American customers. You’ll own initial responses, triage issues, and translate vague reports into reproducible cases for engineering.

You’ll leverage our knowledge base, Zendesk automation, and AI tooling to close routine issues quickly. Ideal candidates bring 2–3 years in a technical, customer-facing role, crisp writing, and comfort with browser dev tools.

Qualifications

• 2–3 years in a technical, customer-facing role.
• Clear, warm and precise writing, especially under pressure.
• Structured problem narrowing and comfort with browser dev tools.
• Experience with AI tooling and understanding its limits.
• Nice to have: APIs, Python, Zendesk, Jira.

Responsibilities

• Own first response and triage for US customers on your shift.
• Turn vague reports into reproducible cases and hand to engineering.
• Use knowledge base, Zendesk automation and AI tooling to close issues.
• Add to knowledge base to prevent repeated walls.
• Grow toward independent tier-2 troubleshooting.

Skills

Customer-facing experience

Clear writing

Troubleshooting mindset

AI tooling experience

Problem narrowing

Tools

Zendesk

Jira

APIs

Python basics

Job description

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.

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

What You'll Bring

• 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 have: APIs, a little Python, Zendesk, Jira

What's in it for you

• Flexible ways of working – We’re a hybrid-first company, with offices designed for collaboration and connection. Where there isn’t a Gorilla office nearby or regular travel to an office isn’t practical, we support remote working. From day one, you'll be equipped with the best laptop for your role, so you have everything you need to do your best work. Note that semi-frequent travel is required for this role, across Europe and beyond.

• At Gorilla, we don't just watch the energy transition happen, we help make it viable. We build the intelligence layer that lets energy retailers see, steer, and protect their margins, giving them the financial clarity and operational room to invest confidently in renewables, storage, and flexibility. It's serious work with real impact on a cleaner energy system, and we have some fun along the way.

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

• At Gorilla, you'll work with genuinely sharp people on hard problems that matter. As we build the category leader in Energy Margin Intelligence, there's real room to leave your mark and grow your scope alongside the company. Lifelong learning is part of our DNA, and we care about your individual dreams and ambitions, beyond just work.

• Regular company off-sites: We host Gorilla Company-Wide Gatherings where we all get a chance to see each other in real life. Past locations have included Belgium, Portugal, the Netherlands, and Spain.