US Support Analyst: AI-Driven Triage & Smart Helpdesk

Gorilla; Austin (TX); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Hybrid-first work environment

Remote working options

Generous PTO

Job summary

Gorilla is seeking a dedicated Support Analyst to be the first point of contact for American customers. You’ll own first response, triage issues, and work with engineering to turn reports into reproducible cases.

The role combines clear writing, structured problem solving, and smart use of AI tools to resolve questions quickly. Hybrid-friendly environment with remote options; occasional travel may be required as the company expands across regions.

Qualifications

• 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.

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.

Skills

Customer-facing support

Clear writing

Structured problem solving

Log and error literacy

AI tools experience

APIs

Python basics

Zendesk

Jira

Tools

Browser dev tools

Zendesk

Jira

Job description

Gorilla is seeking a dedicated Support Analyst to be the first point of contact for American customers. You’ll own first response, triage issues, and work with engineering to turn reports into reproducible cases.

The role combines clear writing, structured problem solving, and smart use of AI tools to resolve questions quickly. Hybrid-friendly environment with remote options; occasional travel may be required as the company expands across regions.