US Support Analyst — AI-Driven Triage & Troubleshooting

Gorilla - Energy Margin Intelligence; Rogers (AR); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Hybrid-friendly work model

Health insurance

Generous PTO

Learning & development

Company off-sites

Job summary

Gorilla - Energy Margin Intelligence is seeking a dedicated Support Analyst to be the first contact for American customers, handling US tickets locally rather than waiting for Belgium. You’ll turn vague reports into reproducible cases, use Zendesk, AI tooling, and your writing to calm users under pressure.

A passion for problem solving and clear communication is essential. You’ll grow toward tier-2 troubleshooting, contribute to the knowledge base, and collaborate with engineering on continuous

Qualifications

• Two to three years in a technical, customer-facing role.
• Clear, warm and precise writing, even under pressure.
• Structured approach to narrowing down problems, browser dev tools familiarity.
• Experience with AI tools and understanding their limits.
• Nice to have: APIs, Python basics, 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 tools to close routine issues.
• Contribute to the knowledge base to avoid repeat wall hits.
• Grow toward independent tier-2 troubleshooting.

Skills

Customer support

Troubleshooting

Writing

AI tooling

APIs

Python basics

Tools

Zendesk

Jira

Job description

Gorilla - Energy Margin Intelligence is seeking a dedicated Support Analyst to be the first contact for American customers, handling US tickets locally rather than waiting for Belgium. You’ll turn vague reports into reproducible cases, use Zendesk, AI tooling, and your writing to calm users under pressure.

A passion for problem solving and clear communication is essential. You’ll grow toward tier-2 troubleshooting, contribute to the knowledge base, and collaborate with engineering on continuous