US Support Analyst - AI-Powered Troubleshooter

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

Benefits offered by this job

Hybrid-first work model

Remote-friendly with hybrid options

Generous PTO

Health insurance

Job summary

Gorilla - Energy Margin Intelligence is hiring a Support Analyst to be the first US touchpoint for our energy retailer customers. You’ll own initial responses, triage issues on your shift, and translate vague reports into reproducible cases for engineering.

You’ll leverage our knowledge base, Zendesk automation, and AI tooling to resolve routine problems quickly, while contributing to the knowledge base for future teammates. Hybrid work with occasional travel.

Qualifications

• Two to three years in a technical, customer-facing role.
• Clear, warm and precise writing, especially under pressure.
• Structured approach to narrowing down problems and browser dev tools familiarity.
• Experience with log and error literacy to compare expected vs. actual results.
• Real experience with AI tools, including limitations.
• 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 them to engineering complete
• Use knowledge base, Zendesk automation and AI tooling to close routine issues fast
• Add to the knowledge base every time you find a gap
• Grow toward independent tier-2 troubleshooting

Skills

Customer-facing communication

Technical troubleshooting

Problem solving

AI tooling experience

Tools

Zendesk

Jira

APIs

Python

Job description

Gorilla - Energy Margin Intelligence is hiring a Support Analyst to be the first US touchpoint for our energy retailer customers. You’ll own initial responses, triage issues on your shift, and translate vague reports into reproducible cases for engineering.

You’ll leverage our knowledge base, Zendesk automation, and AI tooling to resolve routine problems quickly, while contributing to the knowledge base for future teammates. Hybrid work with occasional travel.